ITSM Process Team Leader
ITSM Process Team Leader
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124000 - 140000
1 Vacancy
Job Description
About Us
We are a leading technology solutions provider with a clear vision: to unite the power of people and technology to build a better future. Our culture is founded on a core set of values that guide how we collaborate and deliver outstanding results. As we establish a new critical ITSM Process function we are seeking an experienced leader to build and guide this team to success.
The Opportunity
This is a unique opportunity to build and lead a new fully remote ITSM Process team from the ground up. We are looking for an experienced and motivational ITSM Process Team Lead to provide day-to-day operational management and mentorship for a team of four new ITSM Process Specialists.
You will be the cornerstone of this new function responsible for not only establishing best-in-class processes but also for fostering a culture of collaboration accountability and continuous improvement. If you are a natural leader who is passionate about both people and process this is the perfect role for you.
What Youll Do
Lead & Mentor the Team: Provide direct leadership training and performance management for a team of ITSM Process Specialists. Foster their professional growth and act as their primary point of escalation.
Oversee ITSM Operations: Coordinate and lead the core ITSM processes including Incident Problem Change Request Knowledge and Configuration Management across our business and for our clients.
Drive Process Maturity: Develop maintain and continuously improve process documentation policies and procedures ensuring alignment with ITIL v4 best practices.
Champion Strategic Initiatives: Lead the teams involvement in new client transitions compliance activities and security operations to ensure seamless integration and adherence to standards.
Manage Stakeholder Relationships: Collaborate effectively with internal teams clients and third-party vendors to embed and optimize ITSM processes and deliver exceptional service.
Requirements
What Youll Bring (The Must-Haves)
Proven Leadership Experience: 5 years in IT Service Management with demonstrated success in leading training and mentoring high-performing technical teams.
Deep Operational Expertise: Strong background in a 24/7 operational environment with specific hands-on experience in Major Incident Management (MIM).
ITSM Framework Mastery: Extensive experience managing ITIL-based frameworks and driving process improvement initiatives across Incident Problem and Change Management.
Exceptional Interpersonal Skills: Highly developed leadership diplomacy communication and conflict resolution skills.
The ability and willingness to work rotating shifts to ensure seamless coverage. This will be a permanent work-from-home position.
Bonus Points (The Nice-to-Haves)
A technical background from a role such as Service Desk Systems Engineering or Network Operations.
ITIL v4 Foundation Certification: This is a strong plus. However for an exceptional candidate with the right operational experience we are open to sponsoring your certification.
Who You Are
A Natural Mentor: You are passionate about developing people and empowering your team to succeed.
A Strategic Thinker: You can manage day-to-day priorities while also seeing the bigger picture and driving long-term improvements.
Resilient and Composed: You thrive in high-pressure environments and can lead your team with a steady hand through critical situations.
What You'll Bring (The Must-Haves) Proven experience specifically in Major Incident Management (MIM). This is a non-negotiable requirement. A strong background in core ITSM processes (Incident, Change, Problem Management). Experience working within a 24/7 operational support environment. The ability and willingness to work rotating shifts to ensure seamless coverage. This will be a permanent work-from-home position. Bonus Points (The Nice-to-Haves) A technical background from a role such as Service Desk, Systems Engineering, or Network Operations. ITIL v3 Foundation Certification: This is a strong plus. However, for an exceptional candidate with the right operational experience, we are open to sponsoring your certification. Who You Are Self-Sufficient: You are a disciplined and motivated individual who thrives in a fully remote work setting. Process-Oriented: You find structure in chaos and believe in the power of well-defined processes to achieve great outcomes. Calm Under Pressure: You excel in high-stakes situations, maintaining focus and clarity when it matters most.
Employment Type
Full Time
