Senior Manager - IT Service Management and Digital Workspace

About the Role
Lead the development and adoption of service management practices and the ITSM platform for internal services and customer-facing operations. Own the platform roadmap, employee service portal, self-service, knowledge, and connected workflows. Lead specialists and delivery partners, collaborating with Engineering, Infrastructure, Application Support, Information Security, and business functions. Service owners and technical teams are accountable for operating their services and resolving issues.

Responsibilities
What You’ll Own

• Assess current practices and establish a phased maturity roadmap, prioritizing improvements by customer impact, operational risk, and delivery effort.
• Design, implement, and mature incident, major incident, request, problem, change enablement, knowledge, and service level management. Develop service catalog, configuration, and asset lifecycle practices in line with business priorities.
• Embed processes through clear ownership, practical procedures, configured workflows, pilots, training, and regular reviews. Measure adoption and effectiveness, and address barriers with the teams doing the work.
• Establish consistent incident coordination, escalation, and communication practices. Work with service owners to drive post-incident learning, root-cause actions, and prevention of recurring issues.
• Build change controls proportionate to risk, with pre-authorized standard changes, clear emergency paths, and targeted review of higher-risk changes. Integrate approvals and evidence into engineering workflows wherever practical.
• Agree on service levels, internal operating commitments, and supplier obligations. Work with Engineering and Support to define service readiness, support ownership, runbooks, and handover expectations for new or changed services.
• Own the platform vision, roadmap, prioritized backlog, and lifecycle, balancing business value, usability, reliability, cost, and maintainability.
• Oversee configuration, integrations, testing, releases, upgrades, and partner delivery. Set standards that favor maintainable configuration and reusable workflows, with clear ownership of platform health and data quality.
• Develop a coherent employee service portal, actionable service catalog, and trusted knowledge base. Make it easy to find help, request services, and track progress.
• Automate high-volume journeys such as onboarding, role changes, offboarding, and access or equipment requests, coordinating fulfillment and approvals across relevant teams.
• Connect the platform with engineering, identity, monitoring, and business systems to reduce duplicate entry and manual handoffs. Build reliable service and configuration data where it supports impact assessment, ownership, and decisions.
• Apply automation and AI-assisted capabilities where they improve service outcomes, with appropriate access controls, data protection, quality checks, and human escalation.
• Build and coach a capable team, establish clear accountabilities, and manage delivery partners against agreed outcomes, quality, and value.
• Use service reviews and a prioritized improvement backlog to turn operational data and user feedback into action. Report performance, risks, and decisions clearly to technical teams and leadership.
• Measure service reliability, restoration, and fulfillment times, recurring incidents, change outcomes, user satisfaction, self-service success, and workflow adoption. Demonstrate benefits against agreed baselines.
• Partner with Information Security and assurance teams to embed proportionate controls and auditable evidence in daily workflows. Manage platform licensing and supplier performance, and contribute to budget and investment decisions.
• Within six months, agree on maturity assessment, service ownership, roadmap, and performance baseline. Put priority processes into consistent use with trained owners and service reviews, and demonstrate initial portal, knowledge, and workflow improvements.
• Within twelve months, demonstrate sustained process adoption and better fulfillment speed, recurring incident trends, change outcomes, and user satisfaction. Increase self-service and workflow adoption, reduce manual handoffs, and maintain a reliable platform and continuous improvement cycle.

Qualifications
What We’re Looking For

• Significant progressive experience in IT service management, service delivery, or service platform leadership, including leading teams and cross-functional improvement programs.
• A demonstrable track record of personally building, institutionalizing, and maturing ITSM practices, with evidence of sustained adoption and measurable service improvement.
• Practical ownership of an enterprise ITSM platform such as ServiceNow, Jira Service Management, or ManageEngine, covering roadmap, workflows, integrations, data quality, and platform lifecycle.
• Strong applied understanding of ITIL practices and the judgment to adapt them to a fast-moving product environment. Comfortable aligning service management with Agile, DevOps, and automated delivery.
• Experience designing service portals, catalogs, knowledge, and automated workflows that improve user experience and reduce manual effort.
• Sufficient technical depth to challenge workflow designs, integration approaches, access models, and customization decisions, and to work credibly with engineers and platform specialists.
• Strong analytical and change leadership skills: able to establish baselines, prioritize improvements, build stakeholder commitment, and make new practices stick.
• Clear communication, sound operational judgment, and experience managing suppliers and competing priorities.

Nice to Have

• Experience in a growing software, SaaS, AI, or digital product company, supporting both internal services and customer-facing operations.
• Relevant ITIL qualifications, platform certifications, or service improvement training, supported by practical delivery experience.
• Experience extending service workflows into HR, Finance, Procurement, or other business functions.
• Experience introducing AI-assisted support, knowledge retrieval, or workflow automation with measurable benefits.
• Experience embedding service controls and supporting assurance activities in a regulated environment.

What Working Here 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, and growth opportunities via structured training programs and innovative, high-tech projects.
• Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits, and more.

If you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions, we’d like to hear from you.