ITSM Lead

Position: ITSM Lead

Location:Chicago, Illinois Onsite/Hybrid/Remote

Experience: [10-35 Years]

Job Type: Full-time

Role Overview

We are hiring an experienced ITSM Lead to drive governance, service transition, and continuous improvement across enterprise IT operations.

Key Responsibilities:

• Lead Service Transition & Risk Management ensuring smooth rollout of services
• Manage stakeholders, training, and adoption across business & IT teams
• Optimize ITSM tools (ServiceNow) with automation & workflow improvements
• Establish governance frameworks, SLA/KPI tracking, and compliance standards
• Drive continuous improvement initiatives using RCA & CSI practices
• Monitor performance metrics and deliver executive dashboards
• Design and standardize ITSM processes & documentation (Incident, Change, Problem)

Required Skills:

• Strong ITIL / ITSM expertise
• Hands-on experience with ServiceNow or equivalent tools
• Exposure to governance, audit, compliance, and reporting
• Strong stakeholder & communication skills

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

Compensation and Benefits

A candidate s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.