Service Management Lead

Role Overview

The IT Service Management (ITSM) Lead holds a strategic and operational role at the heart of an organization’s technology landscape. This position is responsible for designing, implementing, and continuously improving IT service management processes, ensuring that IT services align with business objectives, and delivering value to internal and external stakeholders. The ITSM Lead acts as the bridge between technical teams and business units, championing best practices, optimizing service delivery, and fostering a culture of service excellence.

Key Responsibilities

• IT Service Strategy and Governance:
• Develop and maintain the IT service management framework in alignment with industry standards (e.g., ITIL, COBIT).
• Drive the formulation and execution of service management strategies that align IT capabilities with business goals.
• Establish, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs) for IT services.
• Ensure compliance with regulatory, security, and governance requirements related to IT service delivery.
• Lead the design, implementation, and optimization of ITSM processes, including Incident, Problem, Change, Release, Configuration, and Knowledge Management.
• Review and analyze existing processes to identify areas for enhancement, efficiency, or automation.
• Foster a culture of continual service improvement by leveraging data, feedback, and emerging technologies.
• Manage day-to-day IT service operations, ensuring timely and effective resolution of incidents and service requests.
• Coordinate with cross-functional teams to deliver seamless end-to-end IT services.
• Monitor service health, availability, and performance, proactively addressing any risks or disruptions.
• Act as the primary point of contact for IT service management topics, building strong relationships with business leaders and IT teams
• Facilitate regular service reviews, performance reporting, and feedback sessions with stakeholders.
• Promote knowledge sharing and skills development across the IT organization.
• Identify opportunities to automate manual tasks, streamline workflows, and improve reporting capabilities.
• Assess risks related to IT service delivery and develop mitigation strategies and contingency plans.
• Participate in business continuity, disaster recovery, and incident response planning and exercises.
• Ensure data protection, privacy, and compliance standards are upheld across all IT services.
• Analyze service metrics and prepare reports for executive leadership, including trends, issues, and recommendations.
• Manage vendor relationships, contracts, and performance related to IT service management tools and services.
• Coordinate major incident responses, ensuring timely resolution and communication with stakeholders.
• Drive post-incident reviews and root cause analysis to prevent recurrence of service disruptions.
• Support organizational projects and initiatives, advising on service management requirements and integration.
• Lead regular reviews and improvement initiatives for incident, problem, and change management processes.

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field
• Relevant industry certifications, such as ITIL Foundation, ITIL Practitioner, or COBIT, are strongly preferred.
• Minimum of 12+ years of experience in IT service management or related IT operations roles, with at least 3 years in a managerial or leadership capacity.
• Proven expertise in designing, implementing, and optimizing ITSM processes.
• Deep understanding of ITIL, service delivery models, and ITSM platforms.
• Strong leadership, communication, and stakeholder management skills.
• Analytical mindset, adept at problem-solving and process improvement.