IT Service Management Lead (ServiceNow & ITIL)

NYC Department of Finance; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

NYC Department of Finance (DOF) Finance Information Technology (FIT) Division leads ITSM initiatives across more than 2,000 users in five boroughs. The Manager guides ITIL-based processes, owns the ServiceNow platform, and drives continuous improvement to align service delivery with business goals and user needs.

Responsibilities include governing Incident, Problem, Change, and Knowledge Management, developing SOPs, mentoring staff, and delivering effective training and support while

Qualifications

• Experience leading ITSM processes (Incident, Problem, Change, Knowledge) in large organizations.
• Ability to develop and enforce ITSM policies and SOPs with governance.
• Proven track record in CSI and metrics-driven service delivery.
• Strong collaboration with IT and business stakeholders to align objectives.

Responsibilities

• Lead ITIL-based ITSM process implementation and governance.
• Supervise, document, and enforce ITSM policies and SOPs.
• Maintain ITSM documentation knowledge base and training materials.
• Drive continual service improvement across IT services.
• Own the ServiceNow platform configuration and evolution.
• Coordinate with technical teams for integration and automation.

Skills

ITIL

ServiceNow

ITSM

Stakeholder mgmt

Tools

ServiceNow

Job description

NYC Department of Finance (DOF) Finance Information Technology (FIT) Division leads ITSM initiatives across more than 2,000 users in five boroughs. The Manager guides ITIL-based processes, owns the ServiceNow platform, and drives continuous improvement to align service delivery with business goals and user needs.

Responsibilities include governing Incident, Problem, Change, and Knowledge Management, developing SOPs, mentoring staff, and delivering effective training and support while