[Hiring] IT Data Engagement Lead Manager @L R S

Role Description

LRS Consulting Services is seeking an experienced Director, IT Service Management for our client in Central Illinois. This is a 6-month contract to hire opportunity for the right person. We are seeking a Director, IT Service Management (ITSM) to lead the strategy, governance, and continuous improvement of our enterprise IT service management capabilities.

• Establish and mature a centralized ITSM function, driving standardized processes, improved service reliability, and an enhanced end-user experience.
• Partner across IT and the business to ensure services are delivered efficiently, consistently, and in alignment with organizational priorities.

What You’ll Do

• Lead ITSM Strategy & Transformation
  • Define and execute the ITSM strategy and roadmap aligned to business and IT priorities.
  • Establish a centralized ITSM operating model, including governance, standards, and performance metrics.
  • Advance ITSM maturity using ITIL best practices.
• Own Core ITSM Processes
  • Provide leadership and accountability for key ITSM disciplines, including:
    • Incident Management
    • Problem Management
    • Service Request Management
    • Change Management
    • Release Management
    • Configuration Management (CMDB)
    • IT Asset Management
  • Standardize processes, policies, and controls across IT.
  • Define and track KPIs, SLAs, and service performance metrics.
  • Ensure processes are integrated and consistently executed.
• Drive Service Reliability & Performance
  • Improve service availability, stability, and recovery times.
  • Reduce incidents through proactive problem management and root cause analysis.
  • Strengthen change and release practices to minimize risk and disruption.
  • Lead continuous improvement initiatives using data and insights.
• Enhance Service Experience
  • Define and monitor service experience metrics (SLAs, XLAs).
  • Partner closely with the IT Service Desk to deliver a seamless end-to-end support experience.
  • Provide clear reporting and insights to IT and business stakeholders.
• Own ITSM Platform Strategy
  • Lead the strategy and evolution of our ITSM platform (Ivanti Neurons; future-state ServiceNow).
  • Ensure platform capabilities align with business needs and process design.
  • Drive adoption, governance, and ongoing optimization.
  • Evaluate and plan for potential transition to ServiceNow.
• Build & Develop a High-Performing Team
  • Lead and develop a team of ITSM professionals.
  • Establish a flexible team model with cross-trained ITSM analysts supporting multiple disciplines.
  • Promote continuous learning, skill development, and operational excellence.
• Strengthen Governance & Controls
  • Ensure ITSM processes meet governance, audit, and compliance requirements.
  • Implement effective controls across change, configuration, and asset management.
  • Partner with risk and compliance teams to mitigate operational risk.

Qualifications

• 8+ years of progressive IT experience, including leadership roles.
• Proven experience leading or transforming IT service management functions.
• Strong background in ITIL-based service management practices.
• Experience with ITSM platforms such as Ivanti Neurons, ServiceNow, or similar.

Requirements

• Deep knowledge of ITSM processes (incident, problem, change, etc.).
• Strong leadership and team development capabilities.
• Experience driving process standardization across complex organizations.
• Data-driven mindset with strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.

Preferred

• ITIL v4 certification (Managing Professional or higher preferred).
• Experience leading ITSM platform implementations or migrations.

Benefits

• Opportunity to build and lead a centralized ITSM function with enterprise impact.
• High visibility role partnering with IT and business leadership.
• Ability to shape service management strategy, tooling, and operating model.
• Collaborative environment focused on continuous improvement and innovation.

Reporting Structure

This role reports to the AVP of IT and works closely with IT leadership, the Service Desk, engineering teams, and business stakeholders.