New

ITSM Service Delivery Lead

TEKsystems
$60.00 - $70.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Illinois, Downers Grove
Jun 13, 2025
TEKsystems has a client that is looking to centralize service delivery based on ITSM / ITIL Principles. In today's environment, operations are running but there is a need to build cohesive processes for improved service delivery and collaboration between the teams. This will effectively enable more work to be driven through ServiceNow. This team is currently defining a roadmap to enable trainings and educate team members on the best practices in addition to picking up each process and standardizing (process work, process flow, tool enhancements) them per the business requirements. The team will define the policy, process flows, handle any deviations, exceptions, define the tool requirements, make changes in the tool that are deployed and train the people. From here we will address monitoring state and continue to improve it. Key Responsibilities * Service Delivery Maturation: Play a major role in the ongoing IT Service Delivery maturation program, including the development and management of various ITSM and Service Delivery processes. * Cross-Team Collaboration: Partner and collaborate across all teams to execute Service Delivery program with coordinated continuous improvement initiatives. * ITIL Process Development: Work within the management structure to develop ITIL processes and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes. * Process Management: Manage ITIL processes and related tool modules, ensuring their effective delivery, management, and improvement to internal customers. * Process Goals: Develop both short- and long-term process goals and maturity levels to be achieved over specified timeframes. * Service Quality: Manage, operate, and improve defined ITIL processes with a focus on ensuring service quality and reliability. * Stakeholder Engagement: Actively engage in operations and cyber processes to establish SLAs, OLAs, and compliance requirements. * Metrics and Reporting: Create, monitor, and report on comprehensive metrics and KPIs based on IT and cyber service deliverables. * Requirements Gathering: Collate requirements from service owners for new or improved processes or functionalities, ensuring alignment with best practices. * Documentation: Document and communicate processes, process flows, templates, checklists, tool requirements, and training documents. * Workshops and Training: Conduct workshops to gather requirements and demonstrate new processes or tool functionalities. Train IT teams on defined processes and ensure continuous collaboration. * Dashboard Creation: Create dashboards and reports in ServiceNow and present them to leadership in a meaningful way. Person Specific * Bachelor's degree in computer science, Information Systems, or equivalent work experience. * 8+ years of experience with ITIL practice areas. Extensive experience in delivering ITIL processes and process management in a corporate environment. * Certifications: ITIL v4 certifications required; Six Sigma certification desired. * Strong understanding of ITSM best practices. * ServiceNow knowledge and experience as a process owner/manager. * Excellent written and spoken communication and interpersonal skills. Demonstrated operational expertise and strong analytical and problem-solving skills. * Ability to facilitate cross-functional teams, develop and manage SLAs, KPIs, and CSFs for IT services. * Effective leadership, communication, and project management skills. * Strong organizational skills and agile mindset with a focus on innovation and global perspective. * Strong relationship skills and cultural awareness, the ability to work well with people from different disciplines and cultures Pay and Benefits The pay range for this position is $60.00 - $70.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Jun 26, 2025. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.