IT Service Management Lead
Core
Leads enterprise service delivery strategy and operational governance across service desk and field delivery functions.
Role type
Senior IT Service Management Lead
Builds
Enterprise service delivery standards, performance metrics, and operational resilience for service desk and field teams.
Domain
IT Operations / Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Service delivery strategy, operational governance, performance management, compliance with ITSM frameworks, executive communication, workforce planning, vendor coordination, cross-functional leadership
Preferred skills
Advanced ITSM certification, capability-building initiatives
Technologies
ITSM frameworks
Responsibilities
Define service delivery strategy and operational governance; oversee performance management of managers and service desk leadership; ensure compliance with service management frameworks and enterprise policies; communicate service performance and risks to executive stakeholders; oversee workforce planning and vendor coordination; own service portfolio performance metrics and lead capability-building initiatives; lead cross-functional governance forums and incident review boards.
Seniority
Senior, hands-on IC with leadership responsibilities
