Sr Manager ITSM Service Delivery (Knowledge & Availability)
Core
Define vision, strategy, and governance for enterprise Knowledge Management and Availability Management processes to ensure operational resilience and service excellence.
Role type
Senior Manager, ITSM Service Delivery (Knowledge & Availability)
Builds
Enterprise ITSM capabilities, governance frameworks, and operational resilience standards
Domain
Financial Services / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
ITSM strategy, Knowledge Management governance, Availability Management, ITIL practices, KPI/OKR framework design, executive reporting, cross-functional transformation, stakeholder management
Preferred skills
ITIL v4 certification, ServiceNow administration, Knowledge-Centered Service (KCS), AI/AIOps implementation
Technologies
ServiceNow, Power BI, Power Query, DAX, Power Automate, Power Apps, Microsoft Copilot, AIOps, Observability Solutions
Responsibilities
Define roadmap and maturity plans for Knowledge and Availability Management; Govern enterprise knowledge lifecycle and quality; Monitor service availability and resilience trends; Develop executive dashboards and governance reporting; Champion AI and automation adoption for ITSM processes; Lead stakeholder engagement and governance forums
Seniority
Senior Manager, hands-on IC with strategic oversight
