Service Management Operations Lead

Job Description

We are looking for a Service Management Operations Lead to drive operational excellence across our IT service management ecosystem. In this role, you will lead the performance, governance, and continuous improvement of service management platforms, while advancing automation, AI-enabled capabilities, and modern service delivery practices that support business goals.

What You’ll Do

• Lead day-to-day operations and continuous improvement of IT service management platforms, including ServiceNow and the IT service portal
• Drive platform enhancements, governance, configuration, and process standardization
• Define and implement automation strategies to improve efficiency, reduce manual effort, and enable data-driven service decisions
• Expand the use of AI, automation, and self-healing capabilities to enhance user experience and service quality
• Partner with IT and business stakeholders to optimize workflows and support transformation initiatives
• Oversee external service management resources, ensuring strong delivery, accountability, and ongoing development
• Manage vendor relationships, budgets, and performance for service management technologies and services
• Ensure alignment with security, compliance, and data privacy requirements
  
  

• Bachelor’s degree in Information Technology or a related field, or equivalent practical experience
• 3–5 years of relevant IT experience
• Strong knowledge of IT service management processes and best practices
• Experience with ticketing systems; ServiceNow administration experience is a plus
• Familiarity with automation tools, APIs, integrations, scripting, AI-enabled solutions, and analytics/reporting
• Understanding of IT security, compliance, and cloud-based environments
• Strong leadership, communication, stakeholder management, and problem-solving skills