ITSM Operations Lead

Job Details: Job Description: Overview We are seeking an experienced ITSM Operations Lead to drive the operational efficiency, governance, and strategy of our IT Service Management ecosystem. In this role, you will lead the adoption and execution of ITIL best practices across Incident, Problem, Change, and Configuration Management. You will work closely with cross-functional technical teams, business stakeholders, and service desk analysts to maintain system availability, optimize service delivery, and reduce mean time to resolution (MTTR).

Key

Service Governance & Governance: Drive operational excellence across core ITIL processes including Incident Management, Problem Management, Change Enablement, Request Fulfillment, and Service Asset & Configuration Management (SACM). Major Incident Management: Serve as an escalation point and major incident manager for high-severity incidents (P1/P2), coordinating cross-functional resolution teams, running command bridges, and publishing timely stakeholder communications. Root Cause Analysis (RCA): Lead post-incident reviews (PIRs) and problem management workflows to identify systemic issues, eliminate repeat incidents, and track actionable remediation plans .

Change Enablement: Facilitate Change Advisory Board (CAB) meetings, evaluate change risks and dependencies, and ensure continuous service availability during deployments. Platform Administration & Metrics: Oversee the ITSM tool platform (e.g., ServiceNow, Jira Ser