IT Service Management Lead — Process Excellence & Metrics

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

Job summary

CBIZ is seeking a senior IT Service Management Lead to drive governance and continual improvement across Incident, Problem, Change, Knowledge, and Service Catalog. You will partner with IT and business stakeholders to align processes with organizational goals and risk considerations.

The role requires 7+ years in ITSM, IT operations, or related delivery roles, with ITIL expertise and strong leadership, facilitation, and reporting skills. Located in Cleveland, OH; on-site role with hybrid options.

Qualifications

• Bachelor’s degree or equivalent experience.
• 6+ years in ITSM/IT Operations or related roles; leadership experience.
• Experience with process governance and service improvement in large organizations.
• Knowledge of ITIL practices: Incident, Problem, Change, Knowledge, Service Catalog, governance.

Responsibilities

• Manage and improve ITSM practices across Incident, Problem, Change, Knowledge, Service Catalog.
• Maintain ITSM policies, procedures, and governance for scalable service delivery.
• Track KPIs, SLAs, OLAs, dashboards, and performance metrics.
• Coordinate RCA, process reviews, and continual service improvement activities.
• Support cross-functional adoption of ITIL best practices with process owners and teams.
• Facilitate workshops and training to promote process awareness and accountability.
• Provide guidance to team members and stakeholders on ITSM execution.
• Serve as escalation point for service management issues and governance questions.

Skills

ITSM processes

Incident management

Problem management

Change management

Knowledge management

Service catalog

Governance

KPI reporting

SLA/OLA tracking

Stakeholder facilitation

Cross-functional leadership

Training facilitation

Data analysis

Leadership

Jira

VSTS

Education

Bachelor’s degree in IT/IS or related field

PMP preferred

Healthcare industry knowledge

Tools

Jira

VSTS

Job description

CBIZ is seeking a senior IT Service Management Lead to drive governance and continual improvement across Incident, Problem, Change, Knowledge, and Service Catalog. You will partner with IT and business stakeholders to align processes with organizational goals and risk considerations.

The role requires 7+ years in ITSM, IT operations, or related delivery roles, with ITIL expertise and strong leadership, facilitation, and reporting skills. Located in Cleveland, OH; on-site role with hybrid options.