IT Service Management Lead
Core
Lead and mature IT Service Management (ITSM) practices, acting as the ITIL subject matter expert to ensure operational excellence and employee support.
Role type
Senior IT Service Management Lead
Builds
Scalable ITSM processes, governance frameworks, and service delivery capabilities for technology teams.
Domain
IT Operations / Service Management
Required skills
ITIL framework expertise, Incident/Problem/Change/Request/SLA/Knowledge Management leadership, Jira Service Management or ServiceNow proficiency, stakeholder engagement, process governance, data-driven performance analysis
Preferred skills
Advanced ITIL certification (Managing Professional or Practice Manager), retail/ecommerce technology environment experience
Technologies
Jira Service Management, ServiceNow
Responsibilities
Drive adoption of ITSM programs across technology teams; establish ITIL-aligned governance, standards, and continual improvement roadmaps; manage Incident, Problem, Change, Request, and Service Level Management practices; develop Knowledge Management practices; define requirements for Jira Service Management workflows and automation.
Seniority
Senior, hands-on IC
