Job Description

Time to get to work! LRS Consulting Services is seeking an experienced Director, IT Service Management for our client in Central Illinois. This is 6-month contract to hire opportunity for the right person. If you’re that person and if you have the expertise that we need, submit your resume now!

LRS Consulting Services has been delivering IT excellence for over four decades. Our reputation for quality, flexibility, and strong relationships with our clients keeps them turning to us to meet their IT consulting needs. Our contacts, combined with your technical expertise, equals career possibilities for you. So, let’s get to work!

We are seeking a Director, IT Service Management (ITSM) to lead the strategy, governance, and continuous improvement of our enterprise IT service management capabilities.

This role will establish and mature a centralized ITSM function, driving standardized processes, improved service reliability, and an enhanced end-user experience. The Director will 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

Key expectations:

• 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

Must have the following experience:

• 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

Skills

• 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

Why Join Us

• 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.

• Candidate must be able to effectively communicate in English (written &     verbal)
• Candidate must have permanent authorization to work in the USA for any     employer
• Corp to corp candidates will not be considered

The base range for this contract position is $30 - $60 per hour, depending on experience. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

LRS is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship status or protected veteran status.

In some cases, LRS Consulting uses generative artificial intelligence (“AI”) in support of our hiring processes. LRS takes steps to ensure the use of AI does not result in discrimination based on protected class(es). AI may be used in the hiring process solely in support of the assessment of candidate qualifications. All decisions in the hiring process are made by LRS employees. If AI will be used in the hiring process for the position for which you are applying, you will be notified and will have the opportunity to opt out. Please contact AI.Questions@lrs.com with any questions.