Service Management Operations Lead

We are looking for a Service Management Operations Lead to drive operational excellence across our IT service management 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 youll 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

What were looking for

• Bachelors degree in Information Technology or a related field or equivalent practical experience
• 35 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

If you are passionate about improving service delivery through automation innovation and operational excellence wed love to hear from you.