IT Service Management Lead

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving.   

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance.  401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization.  We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Salary Range

           The salary range for this position is $98,400 - $199,000 per year. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled. 

We are currently seeking an IT Service Management (ITSM) Lead that drives the governance and continuous development of our Information Technology Infrastructure Library (ITIL) based service management processes. This role will lead a team of ITIL Process Coordinators and will be responsible for shaping and maintaining the policies and procedures for core ITIL disciplines including Incident, Problem, Change, and Knowledge Management.

The ITSM Lead governs the Knowledge Management process and serves as the process owner for all ITIL workflows. This role requires deep experience with ServiceNow and a strong background.

We are an in-office working environment. For this role we are considering the following locations; Evansville IN, Chicago at 8750 W. Bryn Mawr (near Rosemont and the Cumberland Blue Line station), Hickory Hills IL, Lake Elmo / St. Paul MN, and St. Louis Park MN. 

Key Accountabilities

1. ITIL Process Ownership & Governance

• Own and maintain ITIL process documentation, policies, and procedures across Incident, Problem, Change, and Knowledge Management.
• Govern the Knowledge Management process, ensuring accuracy, accessibility, and continuous improvement of knowledge assets.
• Serve as a subject matter expert and escalation point for ITIL process-related issues.
• Monitor process performance metrics and lead initiatives for continual service improvement.

2. 2. Leadership & Team Coordination

• Provide leadership and coordination for a team of ITIL Process Coordinators, ensuring alignment with enterprise goals and compliance standards.
• Promote a culture of process excellence, accountability, and continuous learning within the ITSM team.

3. Collaboration, Tools & Innovation

• Collaborate with cross-functional teams to evolve the Change Management framework to support agile and continuous deployment practices.
• Leverage ServiceNow to drive automation, reporting, and process optimization across ITSM functions 

Qualifications and Education Requirements

• Minimum 10 years of experience in IT Service Management roles.
• Extensive hands-on experience with ServiceNow ITSM modules.
• Demonstrated success in large financial services environments.
• Strong understanding of ITIL v4 framework and its practical application.
• Experience adapting traditional change management to DevOps or CI/CD pipelines is a strong plus.
• Experience implementing AI automation of Incident summarization, call transcripts, and knowledge articles is desirable.
• Excellent communication, facilitation, and stakeholder engagement skills.

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles. 

As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law. 

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position.

Our culture is firmly rooted in our core values.

We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.

We are Old National Bank.  Join our team.