IT Service Management Service Lead

UT Southwestern Medical Center • Dallas, TX

13d • Hybrid

About The Position

This role is all about helping the organization deliver great IT services. As the ITSM Service Lead, you’ll guide and mature key service management practices, making sure they run smoothly, efficiently, and in line with ITIL best practices. You’ll work closely with teams across the institution to improve processes, strengthen the service catalog, and drive continual improvement. This role does not offer H1B sponsorship. Candidates must live in or be willing to relocate to the Dallas/Fort Worth Metroplex. This position is eligible for a hybrid work schedule.

Requirements

• Experience as an ITSM process analyst or lead
• Strong knowledge of ITIL and ITSM methodologies
• Hands‑on experience with ServiceNow ITSM and SPM
• Familiarity with Scrum, especially backlog management
• Strong analytical skills and comfort working with tools like spreadsheets and data modeling software
• Excellent communication, collaboration, and stakeholder‑engagement skills
• Ability to think strategically while handling day‑to‑day details
• Proactive mindset and ownership of your work
• Bachelor's Degree in major coursework in computer science, math, information systems, or other related field.
• 6 years of progressively responsible information technology experience
• An equivalent combination of education and/or directly related experience may be substituted in lieu of the stated requirements to include in depth knowledge and experience in ITSM process management, prior experience planning, implementing, and maturing IT Service Management practices and processes.

Nice To Haves

• ITIL v4 Foundations (ITIL practitioner) is a plus.
• Prior ServiceNow experience is a plus.

Responsibilities

• Liaison between Service management Center of Excellence (CoE) and user groups, primarily focused on maintaining uniform and best practice ITSM processes.
• Defines and maintains enterprise wide ITSM processes (INC, MI, PRB, CHG, DMD, RQST, KNW). Creates, maintains, and updates process documentation.
• Defines KPIs and measures process performance against the defined KPIs.
• Coordinates with user groups to: Ensure that the user groups are following the defined process, provide required coaching/guidance as required.
• Receive process related feedback, question, concerns, and address them. Identify new requirements and document in backlog.
• Keep user groups informed on upcoming ServiceNow platform activities (upgrades, releases etc.)
• Coordinates with CoE team to: Gathering requirements, acceptance criteria, and creating user stories for development.
• Review platform backlog and prioritize implementation.
• Support platform team via elaborating requirements, testing.
• Planning and implementing IT Service Management processes.
• Advises and promotes ITIL best practices.
• May also be responsible for training and educating employees about the various processes in the workplace and ensuring accurate data tracking.
• Perform other duties as assigned.

Benefits

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100%25 coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees