IT Service Management Lead | ITIL Expert & Process Improvement

CBIZ Advisory Services; Cleveland (OH); On-site; USD 110,000 - 150,000; Full time

Job summary

CBIZ Advisory Services is seeking a Manager, IT Service Management (ITSM) to lead ITIL-based service management practices in a mid-to-large organization. You will strengthen process discipline, drive continual improvement, and ensure high-quality IT services aligned with business priorities.

Collaborate with IT leadership and stakeholders to governance, measure performance, and deliver consistent service outcomes while guiding a capable team of ITSM professionals through change and incident

Qualifications

• Bachelor’s degree or equivalent experience required.
• At least 6 years of ITSM/IT operations experience.
• Minimum 3 years of supervisory experience.
• ITIL 4 Foundation Certification required; advanced ITIL certs preferred.
• Experience with healthcare industry regulations and cross-functional stakeholders.

Responsibilities

• Manage and continuously improve ITSM practices (Incident, Problem, Change, Knowledge, Service Catalog).
• Maintain ITSM policies, procedures, standards, and governance routines.
• Track and report KPIs, SLAs, OLAs, dashboards and service performance metrics.
• Coordinate root cause analysis and continual service improvement activities.
• Support adoption of ITIL best practices across IT with process owners.
• Facilitate workshops and stakeholder forums to promote process awareness and accountability.
• Provide guidance and prioritization to team members and process owners.
• Serve as escalation point for service management issues and governance questions.

Skills

ITIL

ITSM

Leadership

Facilitation

Stakeholder engagement

Governance

Education

Bachelor’s degree or equivalent experience

Tools

VSTS

Jira

Job description

CBIZ Advisory Services is seeking a Manager, IT Service Management (ITSM) to lead ITIL-based service management practices in a mid-to-large organization. You will strengthen process discipline, drive continual improvement, and ensure high-quality IT services aligned with business priorities.

Collaborate with IT leadership and stakeholders to governance, measure performance, and deliver consistent service outcomes while guiding a capable team of ITSM professionals through change and incident