ITSM Practice Lead, Consulting Engagement

Nexgentek•Dallas, TX

8d•Onsite

About The Position

Nexgentek is a full-lifecycle IT company that engineers success from inception to implementation, covering planning, analysis, design, development, testing, and transition to production. Their methodology is rooted in Tech Advisory and guided by insights that spark transformative outcomes. Nexgentek prioritizes talent retention through work-life balance, competitive compensation, and an optimized operational model.

Requirements

10+ years in ITSM, with at least 5 years in a consulting or SI delivery capacity.
Senior Manager or Director-level profile: able to advise, challenge and drive, not just execute tasks.
Proven ServiceNow expertise: ITSM module configuration, CMDB, service catalog, reporting and integrations.
ITIL v4 certification required.
Strong communication skills: able to present findings and recommendations to VP and C-suite stakeholders.
Comfortable working in an environment where the structure does not yet exist.

Nice To Haves

ServiceNow certifications (CSA, ITSM) strongly preferred.
Experience standing up ITSM programs at large enterprises, not just maintaining existing ones.

Responsibilities

Assess, structure, and mature the ITSM practice.
Conduct a rapid current-state assessment of ITSM processes: Incident, Problem, Change, Request and Knowledge Management.
Identify gaps in process, tooling, governance and adoption.
Deliver a prioritized roadmap with clear milestones and measurable outcomes.
Lead the configuration and optimization of ServiceNow workflows aligned to the target operating model.
Define KPIs, SLA structures and reporting frameworks that give leadership real visibility.
Establish process ownership standards and hand off a sustainable operational model to internal teams.
Work directly with the VP of Digital & Technology and key stakeholders across IT.