Spearheadtech

ITSM Practice Lead, Consulting Engagement

Dallas, United States | Posted on 07/23/2026

Aboutthe job :ITSM Practice Lead, Consulting Engagement

Location : Texas / USA

WhoWe Are:

Thisis Nexgentek— where every challenge is an opportunity,and every solution is a masterpiece in the making. As afull-lifecycle IT company, we transcend mere delivery; weengineer success.

Frominception to implementation, our seasoned expertise shepherdsevery phase of the journey. Be it planning, analysis, design,development, testing, or the seamless transition to production,we stand as steadfast partners in our clients’ progress.

AtNexgentek, quality isn't a mere aspiration—it's ourethos. Rooted in Tech Advisory, our methodology isguided by insights that spark transformative outcomes.We recognize the paramount importance of talentretention. Through a steadfast commitment to work-life balance,competitive remuneration packages, and an optimized operationalmodel, we ensure our team remains as exceptional as ourservices.

Stepinto Nexgentek, where innovation meets precision, andtogether, let's sculpt the future of technology with finesseand distinction.

Requirements
EngagementOverview

Senior IT Service Management (ITSM) consultant from a systems integratorto assess, structure, and mature our ITSM practice. This is not a staffaugmentation role. We need a practitioner who has built and fixed ITSM programsbefore, with deep hands-on ServiceNow (SNOW) expertise, and can operate withminimal direction at a senior level.

EngagementScope

• Conduct a rapidcurrent-state assessment of ITSM processes: Incident, Problem, Change,Request and Knowledge Management


• Identify gaps inprocess, tooling, governance and adoption


• Deliver a prioritizedroadmap with clear milestones and measurable outcomes


• Lead the configurationand optimization of ServiceNow workflows aligned to the target operatingmodel


• Define KPIs, SLAstructures and reporting frameworks that give leadership real visibility


• Establish processownership standards and hand off a sustainable operational model to internal teams


• Work directly with theVP of Digital & Technology and key stakeholders across IT

What We Expectfrom the Consultant

• 10+ years in ITSM, withatleast 5 years in a consulting or SI delivery capacity


• Senior Manager orDirector-level profile: able to advise, challenge and drive, not justexecute tasks


• Proven ServiceNowexpertise: ITSM module configuration, CMDB, service catalog, reporting andintegrations


• ITIL v4 certificationrequired; ServiceNow certifications (CSA, ITSM) strongly preferred


• Experience standing upITSM programs at large enterprises, not just maintaining existing ones


• Strong communicationskills: able to present findings and recommendations to VP and C-suitestakeholders


• Comfortable working inan environment where the structure does not yet exist

What’sin it for you:

AtNexgentek we prioritize your well-being and professionalgrowth. Here's what you can expect:

• Achievea healthy work-life balance.


• Competitivecompensation and abundant growth opportunities.


• Enjoya standard 5-day workweek with 2 fixed weeklyoffs.


• Experiencean employee-centric environment with supportivepolicies.


• Benefitfrom family-friendly and flexible workarrangements.


• Accessour Performance Advancement and Career Enhancement (PACE)initiative and discover opportunities for both personal andprofessional growth. From tailored career development plans toexpert counseling services, PACE empowers you to chart yourcourse to success with confidence and clarity. Elevateyour career trajectory with our Learning & Development(L&D) program. Join our team and embark on atransformative journey of upskilling and self-discovery. Withcontinuous learning as your compass, you'll not onlyenhance your expertise but also open doors to newopportunities, paving the way for career growth andfulfillment.

Pleasenote : At Nexgentek, we value the importance of collaboration, learning, and fostering connections with clients, peers,leaders, and communities. While some in-person engagementmay be required for certain roles, we are committed to providingflexibility to accommodate your individual work-life balanceneeds.

Asan equal opportunities employer, Nexgentek welcomes andencourages applications from all members of society. We arededicated to creating an inclusive environment where diversityis celebrated, and individuals are valued for their uniqueperspectives and contributions. We do not discriminate on thebasis of race, religion or belief, ethnicity, disability, age,citizenship, marital or civil partnership status, sexualorientation, or gender identity.