ITSM Process Leader

Gofractional; Los Angeles (CA); Hybrid; USD 150,000 - 190,000; Full time

Job summary

Gofractional in Los Angeles, CA is seeking an ITSM Process Leader (ServiceNow / ITIL) for a 7–8 month contract with hybrid work. Start ASAP; on-site approx two days per week.

You will lead ITIL-based processes, coordinate with internal teams and partners during a large ServiceNow implementation, define ownership and reporting metrics, and drive continual service improvement. 10+ years of ITSM leadership and ITIL certification are required.

Qualifications

• 10+ years of experience leading IT Service Management programs within large enterprise environments.
• Extensive knowledge of the ITIL framework with hands-on experience designing, implementing, and governing enterprise ITSM processes.
• Strong ServiceNow experience, including Incident Management, Change Management, Problem Management, Request Management, Knowledge Management, Service Level Management, CMDB, workflow automation, and self-service capabilities.
• Experience leading enterprise ServiceNow implementations or major ITSM transformation initiatives.
• Strong understanding of ITSM governance, process ownership, and operational excellence.
• Experience with business process design, systems analysis, workflow modeling, and organizational change management.
• Demonstrated ability to lead cross-functional programs involving executive stakeholders and third-party implementation partners.
• Excellent communication, presentation, stakeholder management, and influencing skills.
• ITIL certification (Foundation or higher) required.
• ServiceNow certifications are highly preferred.

Responsibilities

• Lead the definition, enhancement, implementation, governance, and continual improvement of ITIL-based IT Service Management processes.
• Serve as the ITSM process lead and executive proxy during a large-scale ServiceNow implementation, coordinating across internal teams and third-party partners.
• Design, document, and govern ITSM processes with clear ownership, roles, and operating procedures.
• Partner with technology and business stakeholders to establish service catalogs and offerings aligned with business requirements.
• Define, monitor, and report KPIs, SLAs, and operational metrics for continual service improvement.
• Establish governance frameworks to ensure ITSM processes remain current and adopted across the organization.
• Drive operational excellence through process optimization, automation, risk reduction, and improved service delivery.
• Develop and maintain a CMDB integrated with ITSM processes.
• Conduct ITSM maturity assessments, process reviews, and audits to identify opportunities.
• Improve end-user support by enhancing self-service, knowledge management, and user communications.
• Collaborate with cross-functional teams to develop knowledge management strategies, dashboards, and executive metrics.
• Analyze operational data and present actionable insights to executive leadership.
• Provide leadership and best practices throughout the ServiceNow implementation lifecycle.

Skills

Leadership

Communication

Stakeholder management

Analytical reporting

Process improvement

Education

ITIL Foundation or higher certification

Tools

ServiceNow

CMDB

Workflow automation

Job description

ITSM Process Leader (ServiceNow / ITIL)

Location: Los Angeles, CA (Hybrid; New York or Nashville also considered)

Employment Type: Contract, with potential contract-to-hire

Expected Duration: Approximately 7–8 months

On-site Requirement: Approximately two days per week

Target Start Date: ASAP

Key Responsibilities

• Lead the definition, enhancement, implementation, governance, and continual improvement of ITIL-based IT Service Management processes, including Incident, Change, Problem, Service Request, Knowledge, and Service Level Management.
• Serve as the ITSM process lead and executive proxy during a large-scale ServiceNow implementation, coordinating across internal teams and third-party implementation partners.
• Design, document, and govern ITSM processes, clearly defining process ownership, roles, responsibilities, and operating procedures.
• Partner with technology and business stakeholders to establish and maintain service catalogs and service offerings aligned with business requirements.
• Define, monitor, and report on KPIs, SLAs, and operational metrics, identifying opportunities for continual service improvement.
• Establish governance frameworks to ensure ITSM processes remain current, compliant, and consistently adopted across the organization.
• Drive operational excellence through process optimization, automation, risk reduction, and improved service delivery.
• Develop and maintain a Configuration Management Database (CMDB) that is fully integrated with ITSM processes.
• Conduct ITSM maturity assessments, process reviews, and operational audits to identify improvement opportunities.
• Improve the end‑user support experience by enhancing self‑service capabilities, workflow automation, knowledge management, and user communications.
• Partner with cross-functional teams to develop knowledge management strategies, dashboards, reporting, and executive-level metrics.
• Analyze operational data and present actionable insights and recommendations to executive leadership.
• Provide leadership, guidance, and best practices throughout the ServiceNow implementation lifecycle.

Qualifications

• 10+ years of experience leading IT Service Management programs within large enterprise environments.
• Extensive knowledge of the ITIL framework with hands‑on experience designing, implementing, and governing enterprise ITSM processes.
• Strong ServiceNow experience, including Incident Management, Change Management, Problem Management, Request Management, Knowledge Management, Service Level Management, CMDB, workflow automation, and self‑service capabilities.
• Experience leading enterprise ServiceNow implementations or major ITSM transformation initiatives.
• Strong understanding of ITSM governance, process ownership, and operational excellence.
• Experience with business process design, systems analysis, workflow modeling, and organizational change management.
• Demonstrated ability to lead cross-functional programs involving executive stakeholders and third‑party implementation partners.
• Excellent communication, presentation, stakeholder management, and influencing skills.
• Strong analytical and reporting skills with experience presenting operational metrics and executive dashboards.
• ITIL certification (Foundation or higher) required.
• ServiceNow certifications are highly preferred.

Preferred Experience

• Experience serving as a program lead or executive proxy during enterprise technology transformation initiatives.
• Experience supporting executive leadership and white‑glove stakeholder environments.
• Consulting or professional services experience is a plus.
• Experience working within large global organizations.