IT Service Management

Job Description:

• Lead the IT Service Management function and provide direction to ensure effective, reliable, and scalable IT service delivery across the organization
• Develop and drive the ITSM strategy, roadmap, governance, and service management standards in alignment with business and Technology objectives
• Own and continuously improve core ITSM processes, including Incident, Problem, Change, Request, Configuration, and Service Level Management
• Establish and oversee service performance frameworks, KPIs, SLAs, and operational metrics, ensuring service quality and continuous improvement
• Lead initiatives to improve IT service efficiency, reliability, user experience, and operational maturity through process optimization, automation, and best practices
• Partner closely with Technology leadership, IT teams, business stakeholders, and vendors to ensure effective service delivery and resolution of critical issues
• Drive cross-functional initiatives related to IT service transformation, process standardization, and operational improvement
• Oversee ITSM tools and platforms, ensuring they effectively support service management processes, reporting, automation, and operational needs
• Establish mechanisms for service governance, performance reviews, escalation management, and continuous improvement, providing insights and recommendations to Technology leadership
• Ensure service readiness, operational stability, and effective change management for major system implementations, technology changes, and organizational initiatives
• Lead and develop the ITSM team, fostering a culture of accountability, service excellence, collaboration, and continuous improvement
• Manage relationships with key third-party service providers and ensure vendor performance, SLA compliance, and service quality

Requirements:

• Bachelor's degree in Information Technology, Information Systems, Computer Science, Engineering, or a related field
• 7+ years of experience in IT Service Management, IT Operations, or related technology functions, with demonstrated experience in a leadership or managerial capacity
• Proven experience leading ITSM / IT Operations functions, including managing teams and driving service delivery improvements
• Strong hands-on experience with ITSM platforms such as ServiceNow, BMC Remedy, GLPI, or similar enterprise solutions
• Strong understanding of ITIL / ITSM practices, including Incident, Problem, Change, Request, Configuration, and Service Level Management
• Experience in IT service governance, process improvement, SLA/KPI management, and operational performance monitoring
• Demonstrated ability to establish and improve ITSM processes, policies, and service standards across the organization
• Strong stakeholder management skills, with the ability to work effectively with Technology leadership, business functions, vendors, and third-party service providers
• Comfortable operating in a complex, multi-stakeholder and enterprise environment, with strong problem-solving and decision-making skills
• Ability to lead teams, influence stakeholders, and drive continuous improvement and service excellence