IT Service Management Lead

Capital Bank•Rockville, MD

7d•$100,000 - $130,000•Hybrid

About The Position

The IT Service Management (ITSM) Lead is responsible for the strategic direction, governance, operational performance, and continuous improvement of the Bank’s IT service management platform, processes, and supporting team. This role serves as the owner of the ServiceNow platform and leads the ITSM function, ensuring the platform is secure, stable, well-governed, and aligned to business, operational, and regulatory requirements. The ITSM Lead establishes and matures ITIL-based practices, drives workflow automation and service improvements, manages platform demand and priorities, and develops a high-performing ITSM team that delivers reliable service management capabilities across the organization.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field, or an equivalent combination of education and experience.
Minimum 8–10 years of progressive experience in IT operations, IT service management, enterprise application/platform administration, or related disciplines.
Minimum 5 years of hands-on ServiceNow administration, design, delivery, or platform leadership experience in a mid-size or enterprise environment
Minimum 3 years of people leadership, team lead, or supervisory experience, including responsibility for directing work, developing staff, and setting operational priorities
Demonstrated experience implementing or maturing core ITSM processes such as incident, problem, change, request, knowledge, and configuration management.
Experience supporting audits, controls, policy adherence, or regulated operating environments is strongly preferred
Required certification: ServiceNow Certified System Administrator (CSA); additional ServiceNow certifications such as CIS, CAD, or relevant product-line certifications are preferred
Strong knowledge of ITSM and ITIL principles, governance models, and process design, with the ability to translate service management concepts into practical, sustainable operating procedures.
Demonstrated ability to lead and develop technical or platform administration teams, including coaching, setting expectations, and driving accountability
Strong ServiceNow platform knowledge, including administration, workflow configuration, release and upgrade planning, catalog and knowledge management, reporting, and platform governance
Understanding of CMDB, asset/configuration data governance, discovery, service mapping, and IT operations management concepts.
Ability to establish KPI, SLA, and performance measurement frameworks, analyze trends, and communicate results effectively to technical teams, leadership, auditors, and business stakeholders
Strong project leadership, prioritization, and operational planning skills, with the ability to manage competing demands and execute against a strategic roadmap
Strong analytical thinking, troubleshooting, problem-solving, and decision-making abilities in complex operational environments.
Ability to collaborate effectively across IT, business teams, risk and compliance functions, external partners, and vendors while maintaining appropriate governance and control

Nice To Haves

additional ServiceNow certifications such as CIS, CAD, or relevant product-line certifications are preferred

Responsibilities

Own the ServiceNow platform strategy, roadmap, lifecycle, and overall health, including administration, configuration standards, upgrades, release planning, and long-term scalability
Lead and manage the ITSM team, including workload prioritization, coaching, performance management, professional development, and establishment of clear roles, standards, and accountability.
Establish, govern, and continuously improve ITIL-based processes, including incident, request, problem, change, knowledge, service catalog, asset, configuration, and major incident management
Serve as the primary owner for platform governance, including intake, prioritization, release discipline, documentation standards, change control, and alignment with enterprise architecture, security, and compliance expectations
Drive ServiceNow adoption and workflow standardization across IT and business functions by partnering with stakeholders to identify opportunities for automation, efficiency, and improved user experience
Oversee CMDB, service mapping, and ITOM-related practices to improve configuration data quality, operational visibility, impact analysis, and service reliability
Define and maintain KPI, SLA, and operational reporting frameworks, and deliver dashboards and executive reporting that provide meaningful insight into service performance, backlog, trends, and improvement opportunities.
Manage platform-related risk, audit readiness, and compliance support by ensuring controls, evidence, documentation, and operating procedures are maintained and aligned with internal policy and regulatory expectations.
Partner with infrastructure, service desk, application owners, information security, risk, and vendors to deliver integrated service management capabilities and support enterprise initiatives
Own platform demand management and backlog prioritization, balancing business needs, operational stability, technical debt, and strategic enhancement opportunities
Provide leadership during critical incidents, major changes, outages, and escalations where ITSM coordination, governance, or platform support is required.
Manage relationships with ServiceNow and other relevant vendors or implementation partners, including support coordination, licensing considerations, and solution alignment.