MIM, Problem, Change Management Advisor - Associate Principal Service Management
Core
Oversees and facilitates ITIL-based service support, managing incident, problem, request, and change management to improve service quality and coordinate client-facing resources.
Role type
Associate Principal Service Management (ITIL/Service Delivery)
Builds
Secure, reliable advanced technology services for Government, Financial Services, and Commercial markets
Domain
IT Service Management (ITSM) / Enterprise Computing
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ITIL framework expertise, major incident command leadership, cross-functional team coordination, SLA performance monitoring, vendor performance management, process improvement, stakeholder communication, audit compliance
Preferred skills
SIAM process experience, strategic partner management, continuous service improvement program leadership
Technologies
ITSM tools, service management tooling
Responsibilities
Provide command-and-control leadership during major incidents; lead and facilitate major incident bridge calls; coordinate cross-functional technical teams for incident resolution; compile and analyze statistical data on service level compliance; establish and lead continuous service improvement programs; oversee vendor performance and attend performance reviews; maintain SIAM procedural documents and policies; train and mentor functional teams.
Seniority
Senior, hands-on IC with strategic oversight
