Service Management Operations Lead

Service Management Operations Lead Function: IT Department: Infrastructure (Infra) Position Summary The Service Management Operations Lead is responsible for leading, optimizing, and continuously improving the organization's IT Service Management (ITSM) ecosystem, ensuring that service management platforms effectively support business objectives and deliver an exceptional user experience. This role serves as the primary owner of ITSM technologies, including ServiceNow and related service management applications, ensuring operational excellence, governance, scalability, security, and innovation. The position leads external service management resources, drives automation and AI adoption initiatives, and collaborates with cross-functional stakeholders to modernize service delivery processes. The role also oversees vendor performance, budget management, and strategic transformation initiatives that enhance service quality, operational efficiency, and business value. Key Responsibilities Service Management Platform Ownership Own and manage the lifecycle of the organization's ITSM platform ecosystem, including ServiceNow and related applications. Ensure platform stability, scalability, security, and alignment with enterprise architecture and business objectives. Establish and maintain governance frameworks covering platform configuration, compliance, data quality, and operational standards. Lead platform administration, configuration, customization, and enhancement activities. Continuously improve the IT Online portal and user-facing service request experience. Automation & AI Strategy Define and execute the ITSM automation strategy, identifying high-value opportunities and establishing measurable KPIs. Drive workflow automation, process optimization, and AI-enabled service improvement initiatives. Implement solutions that reduce manual effort, improve service quality, and increase operational efficiency. Promote adoption of AI agents, AIOps, self-healing capabilities, and intelligent service management solutions. Support AI-driven automation within ServiceNow and ticketing platforms. Develop team capabilities and awareness around AI technologies, governance, and best practices. Process Optimization, Integration & Transformation Lead continuous improvement of ITSM processes, standards, and service delivery practices. Partner with IT and business stakeholders to identify opportunities for modernization and operational excellence. Ensure effective integration between ServiceNow, the IT Online portal, and other enterprise systems. Drive service management transformation initiatives from planning through implementation. Apply change management practices to ensure successful adoption of new technologies and processes. Manage project timelines, risks, resources, and budgets for transformation programs. Team Leadership & Operational Excellence Provide leadership, direction, and coaching to internal and external service management teams. Foster a culture of accountability, innovation, collaboration, and continuous learning. Oversee day-to-day platform operations, support activities, maintenance, and enhancements. Establish performance metrics and service delivery standards to ensure consistent operational excellence. Vendor & Financial Management Manage relationships with ITSM technology providers, partners, and service vendors. Monitor vendor performance, service quality, and contractual compliance. Stay informed on emerging technologies and industry trends to drive innovation. Lead annual operational and investment budget planning for service management technologies. Ensure cost optimization and value realization across vendors and service providers. Security & Compliance Ensure all service management solutions comply with organizational policies, security standards, and regulatory requirements. Maintain alignment with data privacy, compliance, and governance obligations. Identify and mitigate platform and process-related risks. Required Qualifications Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field. Equivalent combination of education and relevant experience may be considered. Experience 3-5 years of experience in IT Service Management, Infrastructure Operations, or related IT domains. Experience managing ServiceNow or similar ITSM platforms preferred. Experience delivering automation, process improvement, or digital transformation initiatives. Exposure to vendor management and stakeholder engagement in enterprise environments. Technical Skills Strong understanding of ITIL principles and IT Service Management best practices. Experience with ITSM platforms, preferably ServiceNow administration and configuration. Knowledge of ticketing systems, service request management, incident management, and workflow design. Experience with automation technologies, including: AI agents RPA solutions Workflow automation tools Scripting technologies Knowledge of integrations, APIs, and enterprise system connectivity. Understanding of cloud platforms and services. Experience with analytics, reporting, and performance measurement tools. Knowledge of IT security, governance, and compliance requirements. Familiarity with GenAI, LLMs, AI copilots, chatbots, and AI-driven decision support solutions. Understanding of responsible AI practices, AI governance, and model limitations. Leadership & Behavioral Competencies Leadership: Ability to inspire, coach, and develop teams while driving accountability and performance. Communication: Strong verbal and written communication skills with the ability to engage technical and non-technical stakeholders. Problem Solving: Excellent analytical, troubleshooting, and decision-making capabilities. Adaptability: Ability to navigate changing priorities, technologies, and business needs. Innovation: Strong focus on continuous improvement and creative problem solving. Collaboration: Proven ability to build effective relationships across teams and functions. Stakeholder Management: Ability to influence and gain support for strategic initiatives. Time Management: Strong prioritization and execution skills across multiple initiatives. Customer Focus: Empathy and commitment to enhancing end-user experiences. Continuous Learning: Passion for staying current with evolving technologies and industry trends. Preferred Certifications ITIL Foundation or higher certification ServiceNow Administrator Certification AI, Automation, RPA, or Cloud-related certifications (preferred)