IT Service Management Lead

Vuori is looking for an experienced IT Service Management Lead to shape and mature the ITSM practices that keep our teams connected productive and supported as we continue to grow. This role will serve as Vuoris ITIL subject matter expert and lead the adoption governance performance and continual improvement of service management across the business. You will collaborate with technology teams to build scalable processes improve service quality and strengthen employee experience through practical data-driven service management. 

What youll get to do: 

• Drive adoption of Vuoris IT Service Management program across Technology teams through stakeholder engagement process education and cross-functional collaboration to ensure consistent execution and operational excellence. 
• Lead in establishing ITIL-aligned governance standards metrics process documentation and a continual improvement roadmap. 
• Own Incident and Major Incident Management improving service restoration stakeholder coordination post-incident reviews and operational reporting. 
• Lead Problem Management by facilitating root cause analysis managing corrective actions and known errors and reducing recurring service disruptions. 
• Govern Change Management including CAB activities risk assessment process compliance change performance and improvements to change success rates. 
• Manage Request Management and service catalog governance partnering with technology teams to standardize streamline and automate fulfillment workflows. 
• Own Service Level Management by defining and reporting on SLAs OLAs KPIs and service performance and by partnering with service owners on improvement plans. 
• Develop Knowledge Management practices that improve documentation quality self-service adoption and support team effectiveness. 
• Serve as the business process owner for Jira Service Management defining requirements for workflows automation reporting controls and platform enhancements while maintaining audit-ready ITSM processes. 

Qualifications :

Who you are:

• Bachelors degree in Information Technology Computer Science Business Administration or related field or equivalent years of experience preferred.  
• 5 years of experience in IT Service Management IT Operations Service Delivery or a related discipline including direct ownership of ITIL-based practices. 
• ITIL Foundation certification; advanced ITIL certification such as Managing Professional or Practice Manager is preferred. 
• Demonstrated experience leading Incident Problem Change Enablement Request Service Level and Knowledge Management practices. 
• Experience with Jira Service Management ServiceNow or a comparable enterprise ITSM platform including workflow and reporting optimization. 
• Strong ability to develop and interpret SLAs KPIs dashboards and operational performance trends to drive measurable improvements. 
• Proven success influencing cross-functional teams facilitating governance forums and driving adoption without relying on direct authority. 
• Excellent written and verbal communication organizational analytical and stakeholder management skills. 
• Experience supporting retail ecommerce corporate or distribution technology environments is preferred. 

Additional Information :

Our investment in you:

At Vuori were proud to offer the following to our employees: 

• Health Insurance 
• Savings and Retirement Plan  
• Employee Assistance Program 
• Generous Vuori Discount & Industry Perks 
• Paid Time Off  
• Wellness & Fitness benefits  

The salary range for this role is $109000 per year - $140175 per year. This role is bonus eligible.

Vuori is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex gender identity sexual orientation race color religion national origin disability protected Veteran status age or any other characteristic protected by law.  

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time