ITSM Practice Lead, Consulting Engagement

ITSM Practice Lead

About the job: ITSM Practice Lead, Consulting Engagement

Career Level:

Senior.

Location:

Texas / USA

Who We Are:

This is Nexgentek—where every challenge is an opportunity, and every solution is a masterpiece in the making. As a full-lifecycle IT company, we transcend mere delivery; we engineer success. From inception to implementation, our seasoned expertise shepherds every phase of the journey. Be it planning, analysis, design, development, testing, or the seamless transition to production, we stand as steadfast partners in our clients' progress.

At Nexgentek, quality isn't a mere aspiration—it's our ethos. Rooted in Tech Advisory, our methodology is guided by insights that spark transformative outcomes. We recognize the paramount importance of talent retention. Through a steadfast commitment to work-life balance, competitive remuneration packages, and an optimized operational model, we ensure our team remains as exceptional as our services. Step into Nexgentek, where innovation meets precision, and together, let's sculpt the future of technology with finesse and distinction.

Requirements Engagement Overview Senior IT Service Management (ITSM) consultant from a systems integrator to assess, structure, and mature our ITSM practice. This is not a staff augmentation role. We need a practitioner who has built and fixed ITSM programs before, with deep hands-on Service Now (SNOW) expertise, and can operate with minimal direction at a senior level.

Engagement Scope Conduct a rapid current-state assessment of ITSM processes:
Incident, Problem, Change, Request and Knowledge Management Identify gaps in process, tooling, governance and adoption Deliver a prioritized roadmap with clear milestones and measurable outcomes Lead the configuration and optimization of Service Now workflows aligned to the target operating model Define KPIs, SLA structures and reporting frameworks that give leadership real visibility Establish process ownership standards and hand off a sustainable operational model to internal teams Work directly with the VP of Digital & Technology and key stakeholders across IT

What We Expect from the Consultant 10+ years in ITSM, with at least 5 years in a consulting or SI delivery capacity Senior Manager or Director-level profile: able to advise, challenge and drive, not just execute tasks Proven Service Now expertise: ITSM module configuration, CMDB, service catalog, reporting and integrations ITIL v4 certification required;
Service Now certifications (CSA, ITSM) strongly preferred Experience standing up ITSM programs at large enterprises, not just maintaining existing ones Strong communication skills: able to present findings and recommendations to VP and C-suite stakeholders Comfortable working in an environment where the structure does not yet exist

Benefits What's in it for you:
At Nexgentek we prioritize your well-being and professional growth. Here's what you can expect:
Achieve a healthy work-life balance. Competitive compensation and abundant growth opportunities. Enjoy a standard 5-day workweek with 2 fixed weekly offs. Experience an employee-centric environment with supportive policies. Benefit from family-friendly and flexible work arrangements. Access our Performance Advancement and Career Enhancement (PACE) initiative and discover opportunities for both personal and professional growth. From tailored career development plans to expert counseling services, PACE empowers you to chart your course to success with confidence and clarity.

Elevate your career trajectory with our Learning & Development (L&D) program. Join our team and embark on a transformative journey of upskilling and self-discovery. With continuous learning as your compass, you'll not only enhance your expertise but also open doors to new opportunities, paving the way for career growth and fulfillment.

Please note:

At Nexgentek, we value the importance of collaboration, learning, and fostering connections with clients, peers, leaders, and communities. While some in-person engagement may be required for certain roles, we are committed to providing flexibility to accommodate your individual work-life balance needs. As an equal opportunities employer, Nexgentek welcomes and encourages applications from all members of society. We are dedicated to creating an inclusive environment where diversity is celebrated, and individuals are valued for their unique perspectives and contributions.

We do not discriminate on the basis of race, religion or belief, ethnicity, disability, age, citizenship, marital or civil partnership status, sexual orientation, or gender identity.