Service Management Lead
Core
Lead and continuously improve IT Service Management practices, driving governance for Change, Incident, Major Incident, Problem, Asset, and Configuration Management while supporting ServiceNow enhancements.
Role type
Senior IC IT Service Management Lead
Builds
ITSM processes and ServiceNow platform capabilities
Domain
IT Service Management / Enterprise IT Operations
Required skills
ITIL service management practices, ServiceNow administration, Change Management, Incident Management, Major Incident Management, Problem Management, Asset and Configuration Management, stakeholder engagement, process improvement
Preferred skills
AI-enabled ITSM capabilities (Now Assist, Virtual Agent)
Technologies
ServiceNow
Responsibilities
Lead and continuously improve IT Service Management practices across the organisation, Drive Change Management governance and process adoption, Coordinate Major Incident Management activities and post-incident reviews, Lead and govern Asset and Configuration Management, Gather requirements and support enhancements to the ServiceNow platform, Develop service performance reporting that delivers insights and recommendations to senior leaders
Seniority
Senior, hands-on IC