Director of IT Service Management

Lightedge•Austin, TX

17h

About The Position

The Director of IT Service Management reports to the Chief Operating Officer and leads LightEdge’s ITSM governance and improvement. The role directly leads Change Management, oversees the CMDB project through completion and transition to operational ownership, sponsors Problem Management, and ensures Incident Management processes and tooling are optimized for effective response, communication, and operational visibility. The Director sets priorities, aligns cross-functional stakeholders, and measures outcomes across these areas. The position establishes process ownership, standards, governance, decision rights, and improvement roadmaps; coordinates with service, platform, product, licensing, procurement, architecture, IT, and operational teams; and partners with ServiceNow administration and development teams on process and tooling improvements. It also supports adoption, audit readiness, reporting, training, documentation, and alignment with related service management practices. LightEdge provides shared and private/dedicated IT platforms, colocation, private IaaS and cloud platforms, disaster recovery, and compliant cloud services. The company operates seven data centers and undergoes third-party audits for ISO 20000-1, ISO 27001, HIPAA, PCI-DSS 3.2, and SSAE 18 SOC 1 Type II, SOC 2 Type II, and SOC 3. LightEdge may use AI tools to assist parts of its hiring process, while final hiring decisions are made by humans.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience.
Typically 10+ years of experience in IT Service Management, IT Operations, or a related field, including leadership of cross-functional process improvement.
Demonstrated experience leading Change Management governance and improving Incident and Problem Management practices.
Experience overseeing a ServiceNow CMDB or related platform project, including governance, data quality, stakeholder alignment, delivery risks, and operational transition.
Strong working knowledge of ITIL practices.
Experience with ServiceNow process capabilities and CMDB governance.
Experience coordinating cross-functional initiatives and third-party professional services, including scope, milestones, deliverables, dependencies, and risks.
Ability to facilitate governance forums, resolve process disagreements, and build commitment across teams with different operational needs.
Strong written and verbal communication skills, including communicating process requirements, themes, risks, and outcomes to executive, technical, and nontechnical audiences.
Strong analytical, organizational, and problem-solving skills.
Experience developing process documentation, training, dashboards, and operational reports.
Experience supporting audits, compliance controls, or operational risk management.

Nice To Haves

ITIL 4 Foundation or higher.
Familiarity with ITAM, ITOM, CSM, SOW, PPM, Telco Order Management, and Discovery.
ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), or relevant equivalent.

Responsibilities

Lead the Change Management function across participating LightEdge teams and own its process, standards, governance, decision rights, and improvement roadmap.
Define expectations for change types, risk and impact assessments, approvals, scheduling, conflict management, emergency changes, and post-implementation reviews.
Lead Change Advisory Board governance and ensure decisions, risks, conflicts, and follow-up actions have clear owners and are recorded.
Ensure change records capture implementation, validation, backout, communication, ownership, and links to relevant services, configuration items, incidents, and problems.
Review change outcomes and trends, and coordinate corrective improvements with responsible teams.
Partner with ServiceNow administration and development teams to prioritize enhancements that strengthen change controls and usability.
Oversee the CMDB project through agreed completion criteria and transition to ongoing operational ownership.
Monitor CMDB project scope, milestones, dependencies, risks, decisions, resource needs, vendor deliverables, and acceptance criteria; raise material issues for timely resolution.
Ensure the CMDB project establishes configuration item standards, data ownership, relationships, lifecycle states, quality expectations, and reconciliation practices.
Coordinate with service, platform, product, licensing, procurement, architecture, and IT teams to improve configuration record accuracy and usefulness.
Confirm discovery, automation, service mapping, and integrations are addressed where they support approved project outcomes.
Plan knowledge transfer, documentation, support ownership, and ongoing governance so teams can sustain CMDB project results.
Sponsor Problem Management and establish practical governance, roles, review cadence, and root-cause and corrective-action practices.
Review recurring and high-impact issues, incident and problem themes, operational hotspots, risks, and overdue actions with accountable owners.
Ensure problem records document known errors, workarounds, contributing factors, root-cause findings, and corrective or preventive actions.
Track actions to completion, verify whether actions reduce recurrence or customer impact, and escalate unresolved risks or ownership gaps.
Share themes, hotspots, progress, and systemic improvement needs with operational leaders and stakeholders.
Ensure Incident and Major Incident processes and ServiceNow tooling support timely restoration, clear ownership, appropriate escalation, and reliable stakeholder communications.
Review and optimize severity criteria, workflows, response roles, major incident declaration and closure, record quality, and post-incident review practices.
Use incident trends, customer impact, feedback, and process data to identify tooling gaps, recurring friction, and improvement opportunities.
Partner with ServiceNow administrators, developers, SRE, Support, Monitoring, and service teams to prioritize and implement process, workflow, reporting, and automation improvements.
Set clear ownership, handoffs, escalation paths, minimum records, and controls for processes within the role’s scope.
Consult affected stakeholders before material process changes.
Build process understanding and adoption through communications, training, office hours, documentation, and feedback loops.
Establish baselines and measures for change, CMDB project delivery, problem action effectiveness, and incident process and tooling health; report progress and risks to leadership.
Support audit readiness by maintaining process evidence, control descriptions, records, and training materials, and coordinating responses to findings.
Coordinate with owners of related practices such as Knowledge, Service Catalog, Event, Availability, and Service Level Management to maintain process and tool alignment.
Prioritize actions that reduce customer impact, restore service safely, and support clear communications; make ownership explicit; design processes with users and apply risk-proportionate controls; use trustworthy data and measured outcomes to improve reliability, adoption, and efficiency.