Director of it service management

LightEdge Solutions is developing the IT solutions that will propel businesses forward over the next 10 years. Using a combination of shared and private/dedicated platforms, LightEdge has been successful in offering businesses alternatives that streamline operations, improve reliability and reduce costs.

If you are passionate about creating real solutions that help businesses with cutting-edge technology, want to be challenged to think out of the box and be in a position where you can impact change on a daily basis, then LightEdge can offer you a dynamic corporate environment built on teamwork and personal responsibility.

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.

Key Responsibilities:

• Change Management leadership
• CMDB project oversight
• Problem Management sponsorship
• Incident Management process and tooling optimization
• ITSM governance, reporting, and continual improvement

Qualifications and Experience:

• 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.

Measures of Success

Performance in this role may be assessed through measures such as:

• 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.

With over 20 years in business, LightEdge offers a full stack of best-in-class IT services delivering flexibility, security, and control. Our solutions include premier colocation across seven purpose-built data centers spanning Des Moines, IA, Kansas City, MO, Omaha, NE, Austin, TX, and Raleigh, NC, industry-leading private Infrastructure as a Service (IaaS) and cloud platforms, and the top global security and compliance measures. Our owned and operated facilities, integrated DR solutions, and premium compliant cloud choices make up a true Hybrid Cloud Solution Center. LightEdge annually undergoes third-party audits for ISO 20000-1, ISO 27001, HIPAA, PCI-DSS 3.2, and SSAE 18 SOC 1 Type II, SOC 2 Type II and SOC 3.