About the Role
Join a dynamic team where you will build service management practices that are not only understood but also utilized and continually improved. As a hands-on leader, you will transform the ITSM roadmap into practical processes, reliable service data, and digital workflows, leading to consistent service delivery for both colleagues and customers. You will guide implementation, coach team members, and ensure adoption and measurable improvements in your area of responsibility. Collaboration will be key as you work closely with service owners, Change and Release teams, Application Support, Infrastructure, Product Engineering, Information Security, and ITSM platform specialists.
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Responsibilities
What You’ll Own
- Lead the design and rollout of prioritized incident, request, problem, knowledge, and service level practices, ensuring clear roles, escalation paths, and usable procedures are in place.
- Translate maturity assessments and service feedback into a sequenced improvement backlog, piloting changes, incorporating feedback, and establishing ownership before broader adoption.
- Collaborate with the Change and Release specialist to connect practices across the service lifecycle, preventing duplicated controls and disconnected handoffs.
- Convert process needs into platform requirements, workflows, service catalogue items, and reporting; coordinate testing to confirm user and fulfillment team needs are met.
- Facilitate major incident coordination as needed, maintaining an accurate incident record, communication cadence, and action item ownership while technical teams restore service.
- Drive problem reviews, manage known-error records, and implement corrective actions by prioritizing preventive measures based on demand and incident patterns.
- Develop trustworthy service performance reporting, investigate missed commitments, and assist service owners in agreeing to practical improvements.
- Enhance knowledge quality, improve self-service journeys, and initiate request automation, measuring successful fulfillment and user effort as well as adoption rates.
- Set proportionate service, asset, and configuration data requirements, partnering with accountable owners to maintain accurate and useful records.
- Coach colleagues, lead working sessions, and maintain practice guidance, addressing any friction in processes and inconsistent adoption directly with relevant teams.
- Coordinate across contributors and suppliers, escalating priority conflicts and risks to the Senior Manager with actionable recommendations.
- Within six months, establish practice owners, baselines, workflows, and an improvement plan; implement initial platform improvements with trained teams and track actions to completion.
- Within twelve months, demonstrate consistent use of practices, measurable improvements in fulfillment, addressing recurring issues, enhancing knowledge use, and bolstering service performance, while ensuring practitioners can sustain practices with clear guidance and coaching.
Qualifications
What We’re Looking For
- Substantial practical ITSM experience, particularly in leading the implementation or improvement of various service management practices across multiple teams.
- Demonstrated ability to take a process from design to sustained daily use, yielding measurable improvements in service quality, speed, or user experience.
- Strong applied ITIL knowledge and good judgement regarding governance levels appropriate for different services and associated risks.
- Hands-on experience translating processes into an ITSM platform like ServiceNow, Jira Service Management, or ManageEngine, including workflows, testing, and reporting.
- Capability to analyze service data, challenge data quality, and transform findings into clear priorities and accountable actions.
- Effective facilitation, stakeholder communication, and coaching skills; able to lead through influence and ensure follow-through on commitments.
Nice to Have
- Experience within a software or digital product company, and familiarity with Agile delivery and engineering support workflows.
- Relevant ITIL practice qualifications or ITSM platform certification, supplemented by practical implementation experience.
- Experience with service catalogue design, configuration data, cross-functional workflows, or service automation.
What Working At the company Offers
- Culture: An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on groundbreaking, industry-first innovations.
- Career: Outstanding learning, development & growth opportunities through structured training programs and innovative, high-tech projects.
- Rewards: A competitive remuneration package with a range of benefits including healthcare, education support, leave benefits, and more.
