Act as the lead for ITSM processes, including incident, problem, change, and configuration management.
Continuously optimize ITSM workflows and service models to improve reliability, efficiency, and user experience.
Serve as a subject matter expert (SME) for ServiceNow ITSM modules, best practices, and platform governance.
Define, monitor, and analyze ITSM metrics and KPIs; translate insights into actionable improvements.
Identify trends and systemic issues impacting service quality and drive continuous improvement initiatives.
Partner with IT and business stakeholders to ensure IT services align to operational and strategic priorities.
Lead the incident management lifecycle, ensuring timely identification, escalation, resolution, and documentation.
Facilitate blameless post-incident reviews, guiding stakeholders through root cause analysis and corrective actions.
Monitor recurring incidents and lead initiatives to reduce incident frequency and mean time to resolution (MTTR).
Own problem management activities end-to-end, from detection and analysis to long-term prevention strategies.
Partner closely with infrastructure, application, security, and business teams to resolve complex issues and improve service outcomes.
Support vendor relationships related to ITSM tooling and services, contributing to performance reviews and value realization.

Bachelor’s degree in Information Technology, Computer Science, or a related field.
Minimum 4+ years of hands-on experience with the ServiceNow platform, with a strong focus on ITSM.
Deep understanding of ITSM processes and ServiceNow ITSM modules.
Strong knowledge of ServiceNow configuration, lifecycle best practices, and platform optimization.
Experience driving operational improvements in complex, enterprise IT environments.

IT Service Operations Lead

Key skills