IT Service Management & Integration Lead
Core
Strategic leadership for enterprise IT Service Management (ITSM) and Employee Experience ecosystems, ensuring standardized processes, operational oversight, and continuous improvement to drive business value.
Role type
Senior IT Service Management & Integration Lead
Builds
Enterprise ITSM platform strategy, governance frameworks, and integrated service delivery workflows
Domain
IT Service Management, Employee Experience, Digital Workplace
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITSM platform strategy, ITIL governance, SIAM integration, process excellence, change management, stakeholder partnership, data-driven decision making, executive reporting
Preferred skills
ITIL Expert/Master certification, ServiceNow platform expertise, workflow automation, Lean/Six Sigma, Agile methodologies
Technologies
ServiceNow, ITIL, SIAM, Service Catalog, Incident Management, Change Management, Problem Management, Knowledge Management
Responsibilities
Define and execute enterprise ITSM platform strategy and roadmap; Establish governance, standards, and best practices for ITSM processes; Design and govern cross-functional workflows and service handoffs across multiple delivery towers; Drive process maturity assessments and continual service improvement initiatives; Develop executive dashboards and reporting frameworks for service performance; Coach and mentor individual contributors to maximize performance
Seniority
Senior, hands-on IC with strategic leadership
