Senior ITSM Leader

Summary

The ITSM Leader is a strategic and operational role responsible for delivering, governing, and continuously improving IT services across the organization. This role ensures service reliability, drives excellence in incident management, and fosters cross-functional collaboration. A key focus is evolving the Major Incident process to enhance responsiveness, accountability, and long-term resilience.

The ITSM Leader reports to the Service Offering Management team and collaborates closely with clinical informatics, operations, and security/compliance teams. This position is critical for maintaining high availability of healthcare IT systems and aligning IT services with organizational and patient care goals.

Core Responsibilities

+ Major Incident Management & Continuous Improvement

+ Lead the end-to-end Major Incident Management process, ensuring timely resolution and clear stakeholder communication. Conduct post-incident reviews, identify root causes, track trends, and implement process improvements to reduce recurrence and enhance efficiency.

+ Cross-Team Coordination

+ Act as the central orchestrator across infrastructure, operations (I&O), application, and engineering teams. Promote unified ownership and eliminate ambiguity to accelerate resolution and maintain trust.

+ Ownership Definition & Clarity

+ Define and communicate clear ownership boundaries for various application types. Embed accountability in incident response and service delivery.

+ Data-Driven Decision Making

+ Use operational data and incident analytics to inform strategy, prioritize improvements, and drive measurable business impact. Proactively identify risks and opportunities for optimization.

Skills & Qualifications

+ Leadership & Collaboration

+ Strong ability to inspire cross-functional teams and build trust across stakeholders.

+ Technical Proficiency

+ Deep understanding of ITSM frameworks (e.g., ITIL), incident management platforms, observability tools, and automation practices.

+ Continuous Improvement Mindset

+ Experience applying methodologies like Lean or Six Sigma to IT service processes, especially incident and problem management.

+ Outcome-Based Metrics

+ Skilled in defining and tracking metrics that reflect service reliability, customer satisfaction, and business impact.

Top Skills

+ Infrastructure

+ ITIL

+ Change Management

+ Incident Management

Experience Level

Expert

Job Type & Location

This is a Contract position based out of Columbus, OH.

Pay and Benefits

The pay range for this position is $100.00 - $125.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Columbus,OH.

Application Deadline

This position is anticipated to close on Nov 24, 2025.

h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.