ITSM functional lead

An ITSM functional lead's responsibilities include:
ITSM practices: Establish and improve IT Service Management (ITSM) practices
IT services: Work with IT teams to deliver IT services to meet customer needs
Testing: Perform and coordinate testing, such as unit, system integration, and user acceptance

Documentation:
Develop and maintain documentation, such as plans, policies, and procedures
Change management:
Review, advise, and approve changes to ITSM and other technologies
Support: Provide guidance and support to the application support team
Relationships:
Develop and maintain productive relationships with technology staff, business owners, project sponsors, vendors, and clients
Certifications:
May require a ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Application Developer (CAD) certification
Other responsibilities of an ITSM lead include:

• Working with IT Service Delivery staff
• Driving operational excellence
• Ensuring IT staff and ITSM tool sets are equipped for efficient execution
• Reviewing ITSM related contracts, services, and SLAs
• Educating and acting as an advocate for ITSM practices
• Participating in audits and compliance