IT Service Management Lead - Change, CMDB & Incidents

Lightedge; Austin (TX); On-site; USD 180,000 - 230,000; Full time

Job summary

LightEdge Solutions seeks a seasoned Director of IT Service Management to shape and oversee ITSM governance across incident, problem, change, and CMDB activities. You will set priorities, align stakeholders, and drive improvement initiatives in a fast-paced, security-conscious environment.

You will partner with ServiceNow admins and cross-functional teams to ensure reliable service delivery, clear ownership, and measurable outcomes.

Qualifications

• Bachelor’s degree in IT, CS, or a related field, or equivalent experience.
• Typically 10+ years of IT Service Management experience, including leadership.
• Demonstrated experience leading Change Management governance and improving Incident and Problem Management practices.
• Experience overseeing a ServiceNow CMDB or related platform, governance, data quality, and operational transition.
• Strong working knowledge of ITIL practices; ITIL 4 Foundation or higher preferred.
• Experience coordinating cross-functional initiatives and third-party services with scope, milestones, risks, and delivery.

Responsibilities

• Lead Change Management governance across participating LightEdge teams and own its process, standards, governance, decision rights, and improvement roadmap.
• Set expectations for change types, risk/impact assessment, approvals, scheduling, and post-implementation reviews.
• Lead Change Advisory Board governance with clear ownership for actions and follow-ups.
• Ensure change records capture implementation, validation, backout, communication, ownership, and links to services/CI.
• Review change outcomes and trends and coordinate improvements with teams.
• Partner with ServiceNow administration to prioritize enhancements for better change controls.

Education

Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience

Tools

ServiceNow CMDB

ITAM

ITOM

Discovery

Job description

LightEdge Solutions seeks a seasoned Director of IT Service Management to shape and oversee ITSM governance across incident, problem, change, and CMDB activities. You will set priorities, align stakeholders, and drive improvement initiatives in a fast-paced, security-conscious environment.

You will partner with ServiceNow admins and cross-functional teams to ensure reliable service delivery, clear ownership, and measurable outcomes.