ITSM Process Manager — CSI & Governance

Acuity; Conyers (GA); On-site; USD 110,000 - 150,000; Full time

Job summary

Acuity Inc. in Atlanta, Georgia, seeks an ITSM Process Manager to own end-to-end ITSM processes and drive adoption across the organization. The role blends strategic ownership with hands-on process management to ensure governance, compliance, and continuous improvement.

Reporting to IT leadership, you will partner with ServiceNow and platform teams, define KPIs, lead CSI initiatives, and coach stakeholders to maximize process maturity and service quality.

Qualifications

• 5+ years in ITSM, IT operations, or ServiceNow-enabled environments.
• Experience driving process adoption, stabilization, or maturity.
• Ability to collaborate with technical, business, and leadership stakeholders.
• Knowledge of ITIL principles and governance practices.

Responsibilities

• Define vision, objectives, and success measures for ITSM processes.
• Accountable for end-to-end process effectiveness, efficiency, and compliance.
• Prioritize CSI initiatives based on data, trends, and business needs.
• Coordinate process design, scope, and ownership across teams.
• Lead process training, enablement, and adoption activities.
• Monitor KPIs, SLAs, and operational metrics to identify improvements.

Skills

ITSM Expertise

Process Ownership

Stakeholder Collaboration

Data-Driven Decision Making

Tools

ServiceNow

Cherwell

Salesforce

Jira

Job description

Acuity Inc. in Atlanta, Georgia, seeks an ITSM Process Manager to own end-to-end ITSM processes and drive adoption across the organization. The role blends strategic ownership with hands-on process management to ensure governance, compliance, and continuous improvement.

Reporting to IT leadership, you will partner with ServiceNow and platform teams, define KPIs, lead CSI initiatives, and coach stakeholders to maximize process maturity and service quality.