IT Service Management Lead - 1080
Core
Senior IT Service Management Lead responsible for governing, measuring, and improving IT service practices (incident, change, problem, release, transition) and ensuring data integrity in ServiceNow.
Role type
Senior IC IT Service Management Lead
Builds
Consistent IT service management practices, reliable CMDB data, and improved service performance across the organization.
Domain
IT Operations / IT Service Management
Required skills
ITIL framework expertise, ServiceNow administration, incident management, change management, problem management, release management, knowledge management, CMDB management, SLA/KPI reporting, process improvement, stakeholder communication
Preferred skills
Master's degree in IT/CS, ITIL 4 Foundation or higher, ServiceNow Certified System Administrator, coaching/mentoring experience, Agile/Kanban/Lean methods
Technologies
ServiceNow, ITIL
Responsibilities
Lead major incident management and post-incident reviews; Own and improve change management practices; Drive problem management and root cause analysis; Support transition and release management; Own the IT knowledge repository standards; Take ownership of CMDB quality and maturity; Develop and maintain service management processes and SOPs; Oversee IT service metrics, dashboards, KPIs, and SLAs; Own service communications for incidents and releases; Partner with stakeholders to identify service risks and improve quality.
Seniority
Senior, hands-on IC