CBIZ · 6 hours ago
IT Service Management Lead
Cleveland, OH
Full-time
Hybrid
Senior Level
6+ years expCBIZ Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. They are seeking an experienced IT Service Management Lead to own, govern, and continuously improve ITIL-based service management practices, driving service maturity and aligning IT services with business objectives.
Bookkeeping and PayrollManagement ConsultingProfessional ServicesSmall and Medium Businesses
Hiring Manager
Alison Murdock
Responsibilities
Own, govern, and mature core ITSM practices, including Incident, Problem, Change, Knowledge, and Service Catalog Management
Develop and maintain policies, procedures, and governance frameworks
Establish and manage KPIs, SLAs, dashboards, and executive-level reporting to measure service performance and maturity
Drive root cause analysis, process audits, and continual service improvement initiatives
Lead cross-team adoption of ITIL best practices and ensure consistent execution across IT
Facilitate training sessions, workshops, and stakeholder engagement to promote process adherence and improvement
Drive accountability and performance across teams, ensuring measurable service improvements
Partner with IT leadership to align service management practices with business needs and regulatory requirements
Lead and coordinate the activities of others, providing guidance, direction, and support
Qualification
Required
5+ years of experience in IT Service Management or IT Operations leadership roles
ITIL® 4 Foundation Certification required; advanced ITIL certifications preferred
Demonstrated success implementing, governing, and improving ITSM practices in mid-to-large organizations
Strong experience owning and maturing ITIL practices (Incident, Problem, Change, Knowledge, Service Catalog)
Proven ability to build metrics, KPIs, SLAs, dashboards, and executive-level reporting
Strong analytical and root cause analysis skills with the ability to translate insights into actionable improvements
Excellent facilitation, training, and stakeholder engagement skills
Strong leadership, collaboration, and time management abilities
College Degree or equivalent
6 years related experience
Expert technical knowledge
Knowledge of industry regulations
Ability to lead and coordinate the team activities of others
Ability to formulate, document and recommend new policies and procedures
Able to work in and lead a team
Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
Ability to travel as required by business and on-call availability
Preferred
Advanced ITIL certifications preferred
Company
CBIZ
CBIZ through its subsidiaries, provides professional business services primarily to small and medium-sized businesses, individuals,
10001+ employees
H1B Sponsorship
CBIZ has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
2022 (1)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
unknown2003-06-04Acquired
1995-05-05IPO
Leadership Team
Brad Lakhia
Senior Vice President & Chief Financial Officer
W
Ware H. Grove
SVP & CFO
Recent News
2026-01-22
2025-12-18
Company data provided by crunchbase