ITSM Lead

Reports To: Senior Manager

Business Unit: CES/Product House

Management Responsibility: Yes

Overview of Job Function:

• We are seeking a forward-thinking ITSM Manager/Lead to design and implement fully autonomous ITSM solutions that empower our staff to focus on high-value strategic initiatives.
• This role is pivotal in transforming IT service delivery into a seamless, self-sustaining ecosystem, with a relentless focus on delivering exceptional experiences for both internal and external users.
• The ideal candidate will have a proven ability to modernize ITSM practices with a customer-obsessed mindset, leveraging platforms like ServiceNow to maximize impact.

Principal Duties and Essential Responsibilities:

• Customer-Centric Innovation: Embed a customer-first philosophy in ITSM systems, ensuring that both internal staff and external users benefit from intuitive, responsive, and efficient services.
• Architect and Innovate: Lead the implementation of autonomous ITSM systems, introducing advanced capabilities like automated CAB processes, self-healing CMDBs, and predictive analytics.
• Modernization and Efficiency: Drive the evolution of ITSM practices into highly efficient, low-maintenance workflows, minimizing manual effort while enhancing service quality and reliability.
• Strategic Enablement: Ensure ITSM systems enable teams to focus on high-value work by automating routine processes and eliminating bottlenecks.
• Agile and Scalable Operations: Enhance service delivery in fast-paced, agile environments to meet and exceed customer expectations.
• Collaborative Leadership: Partner with remote and cross-functional teams to gather and prioritize requirements, ensuring alignment with organizational goals.
• Data-Driven Insights: Leverage ITSM data to proactively improve user experiences, identify opportunities for innovation, and drive continuous service improvement.
• Mentorship and Growth: Provide guidance to ITSM team members, fostering a culture of customer obsession, innovation, and accountability.

Minimum Requirements:

• Experience: 3+ years in ITSM leadership roles, delivering transformative outcomes in agile, customer-focused environments.
• Expertise in ITSM Tools: Deep knowledge of ITSM platforms like ServiceNow[SA1] , Jira, etc. with hands-on experience in configuring and optimizing their capabilities.
• Automation Proficiency: Demonstrated success in implementing automation to reduce manual intervention, including workflows, integrations, and decision-making algorithms.
• ITIL Mastery: Extensive understanding of ITIL/ITSM frameworks and their adaptation to modern, autonomous systems. A certification in ITIL v4 and above is a must.
• Customer Obsession: Proven track record of designing ITSM solutions with a strong focus on exceptional user experiences for both internal teams and external customers.
• Exceptional Communication: Strong written and verbal communication skills, capable of articulating complex technical concepts to diverse audiences.
• Collaboration Across Boundaries: Proven ability to work effectively with global, distributed teams.
• Strategic Mindset: Skilled in identifying high-impact opportunities and aligning ITSM strategies with organizational goals.

Additional Requirements:

• Familiarity with AIOps and its integration into ITSM practices to enable predictive and autonomous service management.
• Experience in leading ITSM transformations in DevOps or Agile environments.
• Certifications in, ServiceNow, or other relevant ITSM methodologies and platforms.