IT Service Operations Lead

Location: Beaverton OR

IT Service Operations Lead

In close partnership with the Director of Production Operations the IT Service Operations Lead is a hands-on role responsible for driving the operational excellence scalability and continuous improvement of IT service management processes and ITSM platform capabilities.

Location: Preference for this person to be based in Beaverton OR; hybrid / remote 30% travel also acceptable.

WHAT YOU WILL DO

ITSM Process & Platform

• Act as the lead for ITSM processes including incident problem change and configuration management.
• Continuously optimize ITSM workflows and service models to improve reliability efficiency and user experience.
• Serve as a subject matter expert (SME) for ServiceNow ITSM modules best practices and platform governance.

Operational Excellence & Metrics

• Define monitor and analyze ITSM metrics and KPIs; translate insights into actionable improvements.
• Identify trends and systemic issues impacting service quality and drive continuous improvement initiatives.
• Partner with IT and business stakeholders to ensure IT services align to operational and strategic priorities.

Incident & Problem Management

• Lead the incident management lifecycle ensuring timely identification escalation resolution and documentation.
• Facilitate blameless post-incident reviews guiding stakeholders through root cause analysis and corrective actions.
• Monitor recurring incidents and lead initiatives to reduce incident frequency and mean time to resolution (MTTR).
• Own problem management activities end-to-end from detection and analysis to long-term prevention strategies.

Cross-Functional & Vendor Collaboration

• Partner closely with infrastructure application security and business teams to resolve complex issues and improve service outcomes.
• Support vendor relationships related to ITSM tooling and services contributing to performance reviews and value realization.

WHO YOU ARE

Education & Experience

• Bachelors degree in Information Technology Computer Science or a related field preferred.
• Minimum 7 years of hands-on experience with the ServiceNow platform with a strong focus on ITSM.

Technical & Functional Expertise

• Deep understanding of ITSM processes and ServiceNow ITSM modules.
• Strong knowledge of ServiceNow configuration lifecycle best practices and platform optimization.
• Experience driving operational improvements in complex enterprise IT environments.

Problem Solving & Strategic Thinking

• Highly adaptable with strong analytical and problem-solving skills.
• Ability to anticipate operational risks and proactively address issues before they impact service delivery.
• Capable of balancing short-term operational demands with longer-term service maturity goals.

Communication & Stakeholder Engagement

• Excellent communication and interpersonal skills with the ability to translate technical concepts for non-technical audiences.
• Skilled at influencing decisions and collaborating across IT and business teams.

Vendor & Tooling Experience (Preferred)

• Experience supporting vendor relationships and contributing to evaluations renewals and performance discussions related to ITSM platforms or service

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