Service Management Lead

Job Description

Project Role: Service Management Lead Project Role Description: As the Service Management Lead, you will lead the delivery of programs, projects, or managed services. Your role involves coordinating projects through contract management and shared service coordination. You will develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable the strategic agenda. Must Have Skills: Service Integration and Management (SIAM) Good to Have Skills: Infrastructure Service Management Minimum Experience Required: 5 years Educational Qualification: 15 years full-time education Key Responsibilities: Own the development of differentiated service offers to meet business needs. Ensure that the Service Catalogue is available, complete, accurate, and meets stakeholder needs. Engage with Service Owners to ensure services are adequately described and conform to guidelines. Approve content for publication in the Service Catalogue. Recommend and initiate continuous improvement programs for the Service Catalogue. Work with Demand Engagement to capture business demand for IT&S services. Collaborate with the Consumption Lead to develop and present consumption metrics to stakeholders. Drive the introduction of new operational services into the Service Catalogue. Provide transparency regarding costs associated with services offered. Understand and comply with data privacy regulations. Build strong relationships with stakeholders and operate successfully at all levels. Analyze complex data, identify trends, and simplify processes for delivery. Professional & Technical Skills: Must Have Skills: Proficiency in Service Integration and Management (SIAM). Good to Have Skills: Infrastructure Service Management. Additional Skills: Strong analytical skills with the ability to correlate information from various sources. Excellent communication and interpersonal skills. Experience in service operations and management. Technical Experience: Self-confident, results-oriented, persuasive, and influential. Strong management of performance and a drive for continuous improvement. Ability to organize IT services and products into differentiated offerings with clear cost transparency. Professional Experience: Bachelor's degree in Computer Science or related field preferred. 3+ years of experience with the ServiceNow IT Service Management tool preferred. 4+ years of experience as a process owner preferred. Proficient in rolling out methodologies, processes, standards, and policies. Minimum of ITIL foundation certification; advanced ITIL certifications desired. Additional Information: Proven track record of leading successful change across functional and organizational boundaries. Certification in ITIL (V3) / ITIL Intermediate is preferred.