About the Role
The company is seeking an experienced individual to build service management practices that are understood, utilized, and continuously improved. You will play a pivotal role in turning the ITSM roadmap into effective processes, reliable service data, and practical digital workflows to ensure consistent service delivery to colleagues and customers. This hands-on practice leadership role requires you to guide implementation across various teams, coach process practitioners, and ensure adoption and measurable improvement within your designated area.
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You will collaborate closely with service owners, Change and Release teams, Application Support, Infrastructure, Product Engineering, Information Security, and ITSM platform specialists.
Responsibilities
What You’ll Own
- Lead the design and rollout of prioritized incident, request, problem, knowledge, and service level practices with clear roles, escalation paths, and actionable procedures.
- Translate maturity assessments and service feedback into a sequenced improvement backlog. Pilot changes, gather feedback, and establish ownership before wider adoption.
- Partner with the Change and Release specialist to streamline practices across the service lifecycle and eliminate duplicated controls or disconnected handoffs.
- Convert process needs into platform requirements, workflows, service catalogue items, and reporting; coordinate testing and validate that changes meet user and fulfillment team needs.
- Facilitate major incident coordination as assigned, maintaining incident records, communication cadence, and action ownership while technical teams restore service.
- Drive problem reviews, maintain known-error records, and implement corrective actions, prioritizing prevention based on recurring demand and incident patterns.
- Develop service performance reporting with reliable definitions and data, addressing missed commitments and collaborating with service owners for practical improvements.
- Enhance knowledge quality, self-service journeys, and request automation, measuring successful fulfillment and user effort, as well as adoption rates.
- Establish appropriate service, asset, and configuration data requirements, working with accountable owners to maintain accurate and useful critical records.
- Coach colleagues, conduct working sessions, and maintain practice guidance while directly addressing process friction and inconsistent adoption with the involved teams.
- Coordinate delivery across contributors and suppliers, escalating priority conflicts and risks to the Senior Manager with clear recommendations.
- Within six months, establish practice owners, baselines, workflows, and an improvement plan; implement initial platform improvements with trained teams and demonstrated adoption; and track service review actions to completion.
- Within twelve months, exhibit consistent use, measurable improvements in fulfillment, recurring issues, knowledge use, or service performance, and practitioners sustaining the practices with clear guidance and coaching.
Qualifications
What We’re Looking For
- Significant practical experience in ITSM, leading the implementation or enhancement of service management practices across multiple teams.
- Proven ability to take a process from design to sustained daily use, showing measurable improvements in service quality, speed, or user experience.
- Strong applied ITIL knowledge and sound judgment regarding appropriate governance levels for various services and risks.
- Hands-on experience in translating processes into an ITSM platform such as ServiceNow, Jira Service Management, or ManageEngine, including workflows, testing, and reporting.
- Ability to analyze service data, challenge data quality, and translate findings into clear priorities and accountable actions.
- Strong facilitation, stakeholder communication, and coaching skills; capable of leading delivery through influence and following through on commitments.
Nice to Have
- Experience in a software or digital product company, with familiarity in Agile delivery and engineering support workflows.
- Relevant ITIL practice qualifications or ITSM platform certification, supported by hands-on implementation experience.
- Experience with service catalogue design, configuration data, cross-functional workflows, or service automation.
The company is developing AI systems meant for practical deployment at scale across various industries, infrastructure, and national-level initiatives.
If you are a performance-driven, inquisitive thinker with the flexibility to adapt to ambiguity, we'd like to hear from you. You should be enthusiastic about building meaningful collaborations with stakeholders and keen to create unique customer-centric solutions. A bias for action and a passion for exploring new frontiers in the AI domain are integral to the company community.
What Working at the Company Offers
- Culture: An open, diverse, and inclusive environment with a global vision that promotes personal growth and focuses on groundbreaking, industry-first innovations.
- Career: Exceptional learning, development, and growth opportunities through structured training programs and innovative, high-tech projects.
- Rewards: A competitive remuneration package that includes healthcare, education support, leave benefits, and more.
