ITSM Operations Lead
Core
Lead operational efficiency, governance, and strategy of the IT Service Management ecosystem, driving ITIL best practices across Incident, Problem, Change, and Configuration Management.
Role type
Senior ITSM Operations Lead
Builds
Stable IT service delivery and optimized service management workflows
Domain
IT Operations / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ITIL v3/v4 Foundation, ITSM platform administration, major incident management, root cause analysis, change enablement, MSP management, SLA tracking, KPI analysis
Preferred skills
ITIL Intermediate or Managing Professional certification, Agile/DevOps/Lean frameworks, cloud platform familiarity (AWS, Azure)
Technologies
ServiceNow, Jira Service Management, Remedy, Freshservice
Responsibilities
Drive operational excellence across core ITIL processes (Incident, Problem, Change, Request Fulfillment, SACM); Serve as escalation point and manager for high-severity incidents (P1/P2); Lead post-incident reviews and problem management workflows; Facilitate Change Advisory Board meetings and evaluate change risks; Oversee ITSM tool platform for workflow automation and reporting; Analyze operational performance data to drive continuous service improvements; Supervise Managed Service Provider and ensure adherence to ITIL best practices
Seniority
Senior, hands-on IC with leadership responsibilities
