ProjectLeader–ITServiceManagement(ITSM)

Assyst is seeking an experienced and results-driven Project Leader – IT Service Management (ITSM) to support a client’s IT service delivery initiatives and drive continuous improvement across critical ITSM processes. This role is responsible for leading and optimizing IT Change Management, Incident Management and Problem Management practices while ensuring high service quality standards through effective utilization of the ServiceNow platform. The ideal candidate will possess strong analytical and stakeholder management skills, a passion for process excellence and a proven track record of delivering successful ITSM projects in complex IT environments. Roles & Responsibilities: Lead the development, implementation and continuous improvement of IT Change Management, Incident Management and Problem Management processes. Ensure ITSM processes align with industry best practices, organizational objectives and service quality standards. Serve as Incident Manager and/or Major Incident Manager during high-priority incidents, coordinating response efforts, stakeholder communications and service restoration activities. Drive effective change planning, risk assessment, change evaluation and post-implementation review activities. Oversee incident detection, prioritization, escalation and resolution processes to minimize business impact and downtime. Conduct problem analysis and root cause investigations, implementing long-term corrective and preventive actions. Collaborate with client stakeholders and cross-functional teams to assess existing workflows and identify opportunities for process optimization. Recommend and implement process improvements that enhance operational efficiency, reduce risk and improve service delivery outcomes. Monitor key process performance metrics and prepare regular reports for management, highlighting performance trends, achievements and improvement opportunities. Utilize the ServiceNow platform to manage and optimize Change, Incident and Problem Man