Director, IT Service Management; ITSM

Director, IT Service Management (ITSM)

Location:

Richmond or Lynchburg, VA. Hybrid in‑office applicants or remote applicants residing in Eastern or Central Standard Time zones (Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin).

Not eligible for employment visa sponsorship.

The Director, IT Service Management (ITSM) is a strategic leadership role responsible for building and leading an ITIL‑aligned ITSM service tower, making Service Now a trusted system of record for service execution, controls, and performance. The leader establishes the ITSM operating model, drives consistent adoption across technology towers, and ensures service delivery is measurable, reliable, and audit‑ready across the enterprise.

• Enterprise ITSM Operating Model and Governance
  :
  Define the ITSM operating model, roles, decision rights, and standard ways of working aligned to ITIL. Run governance cadence ensuring consistent execution (service reviews, incident/problem reviews, CAB, release governance, KPI reviews). Establish and enforce service ownership standards including service definitions, SLAs/SLOs, and operational accountability. Drive change management and role‑based training so teams execute processes correctly and consistently.
• Core ITSM Practice Ownership (Build, Run, Improve):
  • Service Desk and Request Fulfillment:
    Standardize intake, triage, escalation, request fulfillment, and knowledge/self‑service enablement.
  • Monitoring, Event Management, and NOC:
    Define monitoring standards, alert triage, routing, escalation, and signal quality improvements.
  • Incident and Major Incident Management:
    Establish predictable incident command, communications, and cross‑tower coordination with measurable MTTR improvements.
  • Problem Management:
    Implement a practical RCA and recurrence reduction model with known error management and corrective action tracking.
  • Change Enablement and Release Management:
    Mature change governance, CAB execution, release coordination, change compliance, and change risk management.
• Service Now Platform Strategy, Data Governance, and Controls
  :
  Own the Service Now ITSM platform strategy and roadmap aligned to the operating model. Establish data ownership, standards, validation, monitoring, and lifecycle governance to improve data integrity and auditability. Drive CMDB and configuration management maturity, including CI ownership, relationship integrity, and data quality scorecards. Mature asset management practices, documentation, evidence capture, and automation opportunities. Ensure ITSM controls support compliance expectations (access governance, segregation of duties, change controls, evidence retention).
• Service Model, Catalog, and Performance Management
  :
  Define and maintain the enterprise service model and hierarchy so services are understandable, measurable, and owned. Operationalize the Service Catalog as the front door for requests and standard fulfillment. Build trusted operational dashboards and metrics tied to outcomes (reliability, responsiveness, change quality, customer experience). Establish a continual improvement pipeline that prioritizes high‑impact fixes and drives measurable results.
• Capabilities in Scope (Owned or Accountable):
  • Monitoring and event management, alert triage and escalation routing.
  • Incident management and major incident command.
  • Problem management and RCA, known error management.
  • Change enablement, CAB coordination, release management.
  • Service Now platform ownership, CMDB and configuration management, asset management.
  • Service catalog management, reporting and analytics, service modeling and service design.
  • ITIL workflow design, observability design, automation and runbook design, knowledge management, continual improvement.

• 10+ years in IT Service Management, Service Operations, and/or…