Project Leader – IT Service Management (ITSM)

Assyst is seeking an experienced and results-driven Project Leader – IT Service Management (ITSM) to support a client’s IT service delivery initiatives and drive continuous improvement across critical ITSM processes. This role is responsible for leading and optimizing IT Change Management, Incident Management and Problem Management practices while ensuring high service quality standards through effective utilization of the ServiceNow platform.

The ideal candidate will possess strong analytical and stakeholder management skills, a passion for process excellence and a proven track record of delivering successful ITSM projects in complex IT environments.

Roles & Responsibilities:

• Lead the development, implementation and continuous improvement of IT Change Management, Incident Management and Problem Management processes.
• Ensure ITSM processes align with industry best practices, organizational objectives and service quality standards.
• Serve as Incident Manager and/or Major Incident Manager during high-priority incidents, coordinating response efforts, stakeholder communications and service restoration activities.
• Drive effective change planning, risk assessment, change evaluation and post-implementation review activities.
• Oversee incident detection, prioritization, escalation and resolution processes to minimize business impact and downtime.
• Conduct problem analysis and root cause investigations, implementing long-term corrective and preventive actions.
• Collaborate with client stakeholders and cross-functional teams to assess existing workflows and identify opportunities for process optimization.
• Recommend and implement process improvements that enhance operational efficiency, reduce risk and improve service delivery outcomes.
• Monitor key process performance metrics and prepare regular reports for management, highlighting performance trends, achievements and improvement opportunities.
• Utilize the ServiceNow platform to manage and optimize Change, Incident and Problem Management workflows, including automation, reporting and integrations.
• Develop and deliver training sessions, process documentation and guidance to IT teams on ITSM best practices and updated procedures.
• Support ongoing service management maturity initiatives and promote a culture of continuous improvement.

Required Skills:
Technical Skills:

• Strong experience in IT Change Management, including change planning, coordination, risk assessment, change evaluation and post-implementation reviews.
• Proven expertise in IT Incident Management, including incident detection, prioritization, escalation and resolution management.
• In-depth knowledge of IT Problem Management, including root cause analysis, problem resolution and preventive action planning.
• Hands-on experience with the ServiceNow platform, including workflow management, process automation, reporting and integration capabilities.
• Demonstrated expertise in process improvement methodologies and continuous service enhancement initiatives.

Certifications:

• Current ITIL Foundation Certification is required.

Education:

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent work experience.

Minimum Experience:

• Minimum of 5 years of experience in IT Service Management environments.

ASSYST is an Equal Opportunity Employer.