Lead - Service Management & Continuous Service Improvement

The Service Management & Continuous Service Improvement Lead is responsible for overseeing IT service delivery frameworks to ensure high performance and reliability. This role champions the adoption of ITIL best practices, manages end-to-end service processes, and cultivates a culture of continuous improvement—aimed at boosting user satisfaction and enhancing operational efficiency.

Responsibilities

• Establish and maintain service management frameworks aligned with ITIL or other industry standards to ensure consistent and high-quality IT service delivery.
• Oversee core ITSM processes including incident, problem, change, and release management, ensuring timely resolution and minimal disruption.
• Drive continuous service improvement initiatives by analyzing performance metrics, identifying inefficiencies, and implementing enhancements focused on user experience and operational excellence.
• Lead service performance monitoring and reporting, defining KPIs, developing dashboards, and providing actionable insights to leadership.
• Collaborate with stakeholders to refine service catalog offerings and ensure alignment between IT services and business objectives.
• Act as an escalation point for critical incidents, ensuring swift communication, resolution, and follow-up actions.
• Mentor and lead a team of service management and CSI professionals, fostering a culture of collaboration, accountability, and continuous learning.
• Ensure compliance and governance by maintaining documentation, conducting audits, and embedding service management practices across the organization.

Requirements

• Bachelor’s degree in IT, Computer Science, Business Administration, or a related field.
• Master’s degree preferred for strategic and leadership roles.
• ITIL v4 certification (e.g., Managing Professional or Strategic Leader) required.
• Additional certifications in Lean, Six Sigma, or similar methodologies are advantageous.
• Familiarity with DevOps practices and their integration with service management.
• Strong foundation in ITSM tools such as ServiceNow, BMC Remedy, Jira, or Freshworks.