ServiceNow ITSM Governance & Process Lead

Dale WorkForce Solutions; Berwyn (PA); Hybrid; USD 130,000 - 165,000; Full time

Job summary

Dale WorkForce Solutions is seeking an experienced ServiceNow ITSM Process and Governance Manager to lead governance and hands-on ITSM work in a hybrid Berwyn, PA environment. You will translate business needs into ServiceNow workflows, partner with IT teams, and drive standardized practices that are measurable and auditable.

You will manage incident, problem, change, and request processes, align workflows with cybersecurity and compliance requirements, and oversee release management to minimize

Qualifications

• Bachelor's degree in IT, business, information systems, or related field.
• 7+ years ITSM, governance, or related experience; ITIL-aligned processes in enterprise.
• 3+ years hands-on ITIL processes in ServiceNow.
• Mastery of ITIL, service management, documentation, workflows and standards.
• Experience facilitating workshops, governance meetings, and improvement initiatives.

Responsibilities

• Facilitate workshops and stakeholder meetings to align business needs with enterprise objectives.
• Evaluate enhancement requests for process compliance using standard ServiceNow capabilities.
• Partner with stakeholders and Dev resources to ensure practical, measurable processes.
• Ensure ITSM processes meet cybersecurity, data protection, and export control requirements.
• Oversee ServiceNow release management lifecycle and platform governance.
• Provide governance for service desk and command center ITSM vendor processes.
• Analyze ITSM metrics, KPIs, SLAs, and trends to drive continual improvement.
• Develop process documentation, training content, and governance materials.
• Define and improve Incident, Problem, Change, and Request Management practices.
• Standardize service catalog governance and knowledge management standards.

Skills

ITIL

ServiceNow

Process governance

Stakeholder engagement

Workflow design

Education

Bachelor's degree in IT/Business/IS

Tools

ServiceNow Platform

Job description

Dale WorkForce Solutions is seeking an experienced ServiceNow ITSM Process and Governance Manager to lead governance and hands-on ITSM work in a hybrid Berwyn, PA environment. You will translate business needs into ServiceNow workflows, partner with IT teams, and drive standardized practices that are measurable and auditable.

You will manage incident, problem, change, and request processes, align workflows with cybersecurity and compliance requirements, and oversee release management to minimize