We are looking for an experienced IT Service Management (ITSM) Lead Specialist who can drive service excellence across enterprise technology operations. The ideal candidate will have a strong background in ITIL processes, service delivery governance, and continuous improvement initiatives within complex IT environments. This role involves leading service management practices, enhancing operational workflows, and ensuring consistent service quality for internal and external stakeholders.
The position requires someone who can collaborate closely with technical teams, senior leadership, and business units to deliver standardized processes and measurable improvements in service performance.
-
Lead the design, implementation, and optimization of IT Service Management processes based on ITIL standards.
-
Manage and improve Incident, Problem, Change, Release, Knowledge, Service Request, and Configuration Management functions.
-
Oversee major incident management, coordinating cross-functional response teams and ensuring rapid resolution.
-
Act as a primary service governance leader to define SLAs, KPIs, and performance reporting frameworks.
-
Drive process maturity and standardization across service operations environments.
-
Lead service review meetings, audit readiness, and service quality assessments.
-
Collaborate with engineering, infrastructure, cloud, security, and support teams to optimize service delivery.
-
Develop and maintain service catalogs, operational documentation, and process workflows.
-
Coordinate root cause analysis activities and implement corrective actions to prevent recurrence.
-
Support onboarding of new services and technologies into production environments.
-
Provide leadership, coaching, and guidance to support and service management teams.
-
Partner with business stakeholders to evaluate service needs and implement improvement strategies.
-
12+ years of experience in IT Service Management roles within enterprise-scale IT environments.
-
Strong expertise with ITIL framework; ITIL v4 certification strongly preferred.
-
Experience leading teams responsible for operational support and service delivery.
-
Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, Cherwell, or Freshservice.
-
Proven success managing incident, problem, and change management processes.
-
Strong analytical and reporting skills with the ability to develop dashboards and performance insights.
-
Experience driving automation and process improvements within IT operations.
-
Excellent communication skills with ability to interact and influence executive leadership.
-
Ability to lead high-pressure situations such as major incident bridging sessions.
-
Background in cloud, infrastructure, or application support environments is a plus.
-
Strong organizational, planning, and stakeholder management skills.