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Itsm Process Optimization Lead Jobs (NOW HIRING)

Deloitte

ITSM Process & Product Manager

Hermitage, TN · On-site

The ITSM Process & Product Manager will lead initiatives to improve ITSM practices, focusing on ... optimization. • Act as a subject matter expert on ITSM and CMDB best practices, providing ...

Deloitte

ITSM Process & Product Manager

Tampa, FL · On-site

The ITSM Process & Product Manager will lead initiatives to improve ITSM practices, focusing on ... optimization. • Act as a subject matter expert on ITSM and CMDB best practices, providing ...

Inficare Technologies

ITSM Lead (ServiceNow)

$55.25 - $76/hr

Lead ITSM processes (Incident, Problem, Change, Request) * Govern ServiceNow ITSM modules and drive process optimization * Define and monitor SLAs/KPIs to improve service delivery * Ensure compliance ...

Genesis10

ITSM Process Analyst - Hybrid

Minneapolis, MN

$32.90 - $40/hr

... optimized operation by enhancing governance, analytics, and stakeholder engagement. The primary ... Experience as a facilitator or communications lead for a collaborative IT initiative Only ...

HCL Technologies Limited

ITSM Process Lead - Change, Incident, Problem & Release Management Location. Onsite as applicable Experience: 8-14 years Band (Indicative): E3 Shift: Business hours with on‑call support for Major ...

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As of Sep 10, 2026, the average hourly pay for itsm process optimization lead in the United States is $53.90, according to ZipRecruiter salary data. Most workers in this role earn between $26.92 and $68.03 per hour, depending on experience, location, and employer.

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Infographic showing various Itsm Process Optimization Lead job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 78% Full Time, 16% Part Time, 4% Contract, and 1% Nights. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $112,106 per year, or $53.9 per hour.

ITSM Process & Product Manager

Hermitage, TN • On-site

Deloitte
Finance and Insurance • 10K+ employees
Learn more about Deloitteexternal

Full-time

Re-posted 9 days ago

Key responsibilities

  • Design and implement ITSM and CMDB processes to improve service management practices.

  • Lead assessment, analysis, and modernization of existing ITSM processes, including developing roadmaps and implementing new workflows and tools.

  • Collaborate with stakeholders to gather requirements, provide guidance, and evaluate the effectiveness of process improvements.

Deloitte rating

8.2

Company rating: 8.2 out of 10

Based on 93 frontline employees who took The Breakroom Quiz

Job description

Job Summary:
Deloitte Global is the engine of the Deloitte network, delivering strategic programs and services. The ITSM Process & Product Manager will lead initiatives to improve ITSM practices, focusing on incident, problem, change, and release management processes while collaborating with cross-functional teams to implement changes and drive organizational improvement.
Responsibilities:
• Design ITSM and CMDB Processes
• Lead the assessment and analysis of our current ITSM process, identifying areas for improvement, inefficiencies, and opportunities for modernization.
• Develop and implement a comprehensive roadmap for process improvement initiatives, outlining key objectives, milestones, and timelines for modernizing our incident management process.
• Collaborate closely with stakeholders from various departments, including IT operations, service desk, and business units, to gather input, requirements, and feedback for process improvement initiatives.
• Drive the design and implementation of new ITSM workflows, procedures, and tools (including ServiceNow and the Common Service Data Model) to improve service levels.
• Refresh key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of the ITSM process, tracking progress and identifying areas for further optimization.
• Act as a subject matter expert on ITSM and CMDB best practices, providing guidance, training, and support to internal teams to foster a culture of continuous improvement and excellence.
• Stay abreast of industry trends, emerging technologies, and best practices in ITSM and process improvement, incorporating new methodologies, tools, automations and AI (such as NowAssist or CoPilot) to enhance our incident management capabilities.
• Facilitate regular review meetings and post-implementation reviews to evaluate the impact of process improvements, gather feedback, and identify opportunities for further refinement.
• Partner with relevant teams, customers, leadership and steering committees to align ITSM process improvement initiatives with broader organizational goals and strategic objectives.
Qualifications:
Required:
• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Proven experience in leading process improvement initiatives in ITSM within a large, complex IT environment.
• Robust understanding of ITSM principles, processes, and frameworks (e.g., ITIL), with ITIL and Lean Six Sigma certification preferred.
• Expertise in leading outcome driven tooling initiatives such as ServiceNow, enterprise monitoring tools, AI and policy as code practices.
• Demonstrated expertise in process analysis, design, and optimization, with a track record of driving measurable improvements.
• Excellent project management skills, with the ability to develop and execute detailed project plans, manage resources, and track progress against milestones and deliverables.
• Excellent analytical and problem-solving abilities, with the ability to analyze complex issues, identify root causes, and develop pragmatic solutions.
• Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders and influence change at all levels of the organization.
• Flexibility to adapt to changing priorities and work effectively in a fast-paced, dynamic environment.
Preferred:
• ITIL and Lean Six Sigma certification preferred.
Company:
Deloitte is a business consulting company that offers audit, consulting, financial advisory, and tax services. Founded in 1845, the company is headquartered in London, GBR, with a team of 10001+ employees. The company is currently Late Stage.

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