ITSM Process Lead: Incident, Change & Release

HCLTech; New Jersey; On-site; USD 120,000 - 160,000; Full time

Job summary

DePuy is seeking an ITSM Process Lead to drive end-to-end governance, execution, and continuous improvement of Incident, Problem, Change, and Release Management for the program.

You will own CAB operations, oversee major incident bridges, lead RCA activities, track SLAs, and coordinate releases across applications and infrastructure.

Strong communication, governance skills, and ServiceNow ITSM experience are essential, with on-site involvement as applicable and offshore considerations as needed.

Qualifications

• ITIL/ITSM process management experience required.
• Experience in regulated/healthcare environments preferred.
• Strong communication and governance skills.

Responsibilities

• Own and govern Incident and Major Incident Management processes.
• Lead RCA, track backlog and implement permanent fixes.
• Govern CAB operations and assess change risk.
• Coordinate release planning and ensure rollback readiness.
• Prepare weekly/monthly ITSM dashboards and audits.
• Act as single point of contact for ITSM process matters.

Skills

ITIL ITSM

Incident Management

Problem Management

Change Management

Release Management

ServiceNow ITSM

Governance & Reporting

Stakeholder Management

Tools

ServiceNow ITSM

Job description

DePuy is seeking an ITSM Process Lead to drive end-to-end governance, execution, and continuous improvement of Incident, Problem, Change, and Release Management for the program.

You will own CAB operations, oversee major incident bridges, lead RCA activities, track SLAs, and coordinate releases across applications and infrastructure.

Strong communication, governance skills, and ServiceNow ITSM experience are essential, with on-site involvement as applicable and offshore considerations as needed.