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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director of IT Service Management - **Company:** LIGHTEDGE LLC - **Location:** Kansas City, MO, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Computer-Aided Design, Configuration Management Databases, Information Technology Operations, Data Processing, Information Technology, Servicenow - **Published:** October 27, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=beae6d5963ce3680 ## About the Role * Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience. * Typically 10+ years of experience in IT Service Management, IT Operations, or a related field, including leadership of cross-functional process improvement. * Demonstrated experience leading Change Management governance and improving Incident and Problem Management practices. * Experience overseeing a ServiceNow CMDB or related platform project, including governance, data quality, stakeholder alignment, delivery risks, and operational transition. * Strong working knowledge of ITIL practices; ITIL 4 Foundation or higher preferred. * Experience with ServiceNow process capabilities and CMDB governance. Familiarity with ITAM, ITOM, CSM, SOW, PPM, Telco Order Management, and Discovery is beneficial. * Experience coordinating cross-functional initiatives and third-party professional services, including scope, milestones, deliverables, dependencies, and risks. * Ability to facilitate governance forums, resolve process disagreements, and build commitment across teams with different operational needs. * Strong written and verbal communication skills, including the ability to communicate process requirements, themes, risks, and outcomes to executives and technical and nontechnical audiences. * Strong analytical, organizational, and problem-solving skills; experience developing process documentation, training, dashboards, and operational reports. * Experience supporting audits, compliance controls, or operational risk management. * ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), or relevant equivalent are beneficial. ## Description The Director of IT Service Management reports to the Chief Operating Officer and leads Lightedge's ITSM governance and improvement. The Director directly leads the Change Management function; oversees the CMDB project through completion and transition to operational ownership; sponsors Problem Management by setting best practices, sharing themes and hotspots, and driving action items to closure; and ensures Incident Management processes and tooling are optimized for effective response, communication, and operational visibility. The role sets priorities, aligns cross-functional stakeholders, and measures outcomes across these areas., * Lead the Change Management function across participating Lightedge teams and own its process, standards, governance, decision rights, and improvement roadmap. * Set expectations for change types, risk and impact assessment, approvals, scheduling, conflict management, emergency changes, and post-implementation reviews. * Lead Change Advisory Board (CAB) governance; ensure decisions, risks, conflicts, and follow-up actions have clear owners and are recorded. * Ensure change records capture implementation, validation, backout, communication, ownership, and relevant links to services, configuration items, incidents, and problems. * Review change outcomes and trends, including successful, failed, backed-out, emergency, and unauthorized changes; coordinate corrective improvements with responsible teams. * Partner with ServiceNow administration and development teams to prioritize enhancements that strengthen change controls and make the process easier to use. CMDB project oversight * Oversee the CMDB project through agreed completion criteria and transition to ongoing operational ownership. * Monitor project scope, milestones, dependencies, risks, decisions, resource needs, vendor deliverables, and acceptance criteria; raise material issues for timely resolution. * Ensure the project establishes clear configuration item (CI) standards, data ownership, relationships, lifecycle states, quality expectations, and reconciliation practices. * Coordinate with service, platform, product, licensing, procurement, architecture, and IT teams to improve the accuracy and usefulness of configuration records. * Confirm discovery, automation, service mapping, and integrations are addressed where they support the approved project outcomes. * Plan knowledge transfer, documentation, support ownership, and ongoing governance so teams can sustain the project results after completion. Problem Management sponsorship * Sponsor the Problem Management function and establish practical governance, roles, review cadence, and root-cause and corrective-action practices. * Review recurring and high-impact issues, incident and problem themes, operational hotspots, risks, and overdue actions with accountable service and technical owners. * Ensure problem records document known errors, workarounds, contributing factors, root-cause findings, and corrective or preventive actions. * Track identified actions to completion, verify whether actions reduced recurrence or customer impact, and escalate unresolved risks or ownership gaps. * Share relevant themes, hotspots, progress, and systemic improvement needs with operational leaders and stakeholders. Incident Management process and tooling optimization * Ensure Incident and Major Incident processes and ServiceNow tooling support timely restoration, clear ownership, appropriate escalation, and reliable stakeholder communications. * Review and optimize severity criteria, workflows, response roles, major incident declaration and closure, record quality, and post-incident review practices with incident leaders and operational teams. * Use incident trends, customer impact, feedback, and process data to identify tooling gaps, recurring friction, and improvement opportunities. * Partner with ServiceNow administrators, developers, SRE, Support, Monitoring, and service teams to prioritize and implement process, workflow, reporting, and automation improvements. ITSM governance, reporting, and continual improvement * Set clear ownership, handoffs, escalation paths, minimum records, and controls for the processes within the role's scope. * Consult Operations, service owners, technical leaders, Compliance, Product, Architecture, and other affected stakeholders before material process changes. * Build understanding and adoption through practical communications, training, office hours, accessible documentation, and feedback loops. * Establish meaningful baselines and measures for change, CMDB project delivery, problem action effectiveness, and incident process and tooling health; report progress and risks to leadership. * Support audit readiness by maintaining process evidence, control descriptions, records, and training materials, and by coordinating responses to findings. * Coordinate with owners of related practices such as Knowledge, Service Catalog, Event, Availability, and Service Level Management to maintain appropriate process and tool alignment., * Prioritize actions that reduce customer impact, restore service safely, and support clear communications. * Make process, record, decision, and corrective-action ownership explicit. * Design processes with the teams that use them and apply controls proportionate to risk and urgency. * Use trustworthy data and measured outcomes to improve service reliability, adoption, and operational efficiency., * Change process adoption, record quality, completion of required reviews, visibility of risk, and change outcome trends. * Delivery of CMDB project milestones and acceptance criteria, CMDB data quality and ownership, and successful transition to ongoing operational support. * Visibility and timely closure of Problem Management actions, verified effectiveness of corrective actions, and progress on recurring themes and hotspots. * Demonstrated improvements in Incident Management workflows, tooling, record quality, reporting, escalation, and stakeholder communications. * Stakeholder understanding and adoption of the processes within the role's scope. * Audit readiness, timely resolution of process findings, and measurable improvements in service reliability, operational efficiency, and customer impact.