Remote ITSM & ITIL Governance Director

Optum; Eden Prairie (MN); On-site; USD 135,000 - 231,000; Full time

Job summary

Optum Insight is seeking a Director of ITSM & ITIL Governance to define and advance enterprise IT service management across a complex, matrixed organization. You will standardize incident, change, problem, and knowledge management while leveraging ServiceNow and AI-enabled operations to improve reliability and efficiency.

You will lead senior stakeholders, drive governance forums, and shape maturity roadmaps with measurable milestones.

Qualifications

• Bachelor’s degree in IT, CS, Eng, Business Admin, or related field.
• 10+ years ITSM/IT Operations with enterprise governance.
• 5+ years people leadership across enterprise teams.
• 5+ years ownership/governance of ITIL: Incident, Major Incident, Request, Change, Problem, Knowledge, Configuration.
• 5+ years hands-on with ServiceNow ITSM: workflows, catalog, CMDB, reporting, integrations.
• 5+ years designing governance of SLA/OLA/KPI frameworks and service measurement.
• 5+ years presenting to executive leadership (VP/SVP/CIO).
• Experience supporting 5,000+ users and 100+ critical applications.
• Proven ability to lead large-scale technology transformation and automation.
• Influence across matrixed organizations without direct authority.

Responsibilities

• Define and execute enterprise ITSM strategy, roadmap, and governance across units.
• Lead Major Incident Management with executive communications and war rooms.
• Develop ITSM maturity roadmaps with milestones and adoption targets.
• Establish SLA/OLA/KPI and reporting frameworks for service performance.
• Oversee ServiceNow ITSM strategy, automation, and platform optimization.
• Lead CSI programs with quantifiable targets for automation and performance.
• Partner with owners to ensure service readiness and CMDB accuracy.
• Drive executive governance forums and strategic planning with leadership.

Skills

ITSM governance

Executive leadership

Stakeholder management

ServiceNow ITSM

Automation & AI

Operational governance

Education

Bachelor's degree in IT or related field

Master’s degree or MBA

Tools

ServiceNow ITSM

CMDB administration

Dashboard reporting

Job description

Optum Insight is seeking a Director of ITSM & ITIL Governance to define and advance enterprise IT service management across a complex, matrixed organization. You will standardize incident, change, problem, and knowledge management while leveraging ServiceNow and AI-enabled operations to improve reliability and efficiency.

You will lead senior stakeholders, drive governance forums, and shape maturity roadmaps with measurable milestones.