New

Service Delivery Lead ITSM

Vaco
$115,000.00 - $135,000.00 / yr
United States, North Carolina, Charlotte
Dec 11, 2025
JOB SUMMARY The Service Management Lead of the Service Management Office is responsible for ensuring the overall success of the Service Management program. This position focuses on developing, implementing, and overseeing IT services including IT Problem Management, IT Asset Management, IT Change Management, IT Major Incident, and IT Disaster Recover. RESPONSIBILITIES Assist in developing and implementing IT service process and procedures. Oversee processes to ensure adherence and on-going process improvement. Collaborates with business leaders and business analysts to ensure that the system and/or process (change management, Problem Management, Major Incident, & Disaster Recovery process, etc.) is providing value to the organization. Schedules, plans, facilitates, and documents all Change Advisory Board (CAB) meetings. Assists with documentation and administrative support for Major Incident response and Problem Management investigations. Analyze records associated with IT processes to identify any trends to be addressed. Assesses and delivers on process job aids and training needs for staff and stakeholders. Produce standard reports and dashboards to provide transparency on IS process maturity and conducts presentations on both a scheduled and ad-hoc basis. Monitors for vendor and industry advancements, evaluates them in the context of business needs and environment fit, sharing with business stakeholders as appropriate. Schedules individual system and enterprise-wide disaster recovery exercises. Liaises with all necessary parties to coordinate process changes. QUALIFICATIONS Bachelor's degree from four-year college or university, or 5 to 7 years' related experience and/or training; or equivalent combination of education and experience. Relevant vendor or industry certifications (e.g., ServiceNow, PMP, ITIL etc.). Demonstrated success automating and/or continually improving Information Services systems or processes. Strong interpersonal and communication skills with the ability to develop effective relationships and influence key stakeholders at all levels in the organization. Demonstrated success creating status or progress reports/dashboards. Experience in Asset Management, Vendor Management, Problem Management, and IT procurement processes. Information Technology Infrastructure Library (ITIL) and IT Service Management knowledge is required. Extensive knowledge of one or more of the following IT Management and Governance Processes, and familiarity with the others: Change Management, Assess Management, Major Incidents, Problem Management, Service Catalog, and Disaster Recovery. Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. EEO Notice Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law. Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com . Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal. By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal. Privacy Notice Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies. California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here. Virginia residents may access our state specific policies here. Residents of all other states may access our policies here. Canadian residents may access our policies in English here and in French here. Residents of countries governed by GDPR may access our policies here. Pay Transparency Notice Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to: the individual's skill sets, experience and training; licensure and certification requirements; office location and other geographic considerations; other business and organizational needs. With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.