IT Service Management Lead

Job Summary

A company is looking for a Global IT Service Management Lead.

Key Responsibilities

• Develop, implement, and improve a unified ITSM process framework for incident, change, release, and configuration management
• Establish governance structures and monitor key performance indicators (KPIs) for process effectiveness and compliance
• Engage stakeholders and facilitate training to promote standardized ITSM processes across the organization

Required Qualifications

• Bachelor's or master's degree in computer science, Business Administration, or related field, or equivalent work experience
• 8+ years of experience with ITSM and ITIL frameworks
• Proven experience leading ITSM initiatives in a complex, multi-functional technology environment
• Deep understanding of ITSM frameworks, with ITIL certification preferred
• Experience with ITSM tools/platforms, such as ServiceNow or Jira Service Management