Own the service catalog, communications, training/adoption programs, and Voice-of-Customer loop
Standardize how services are requested, launched, communicated, and measured
Champion requests to enterprise design patterns, increasing Tier-0/1 self-service
Enforce a single playbook for communications in a multi-vendor environment
Facilitate workshops with stakeholders and drive consensus in complex environments

Requirements

Bachelor's Degree
10+ years in enterprise IT service management, product operations, or customer success
At least 3 years leading cross-functional programs at federal scale or Fortune 500
Demonstrated ownership of a service catalog and outcomes-based SLAs/SLOs/XLAs
Hands-on experience running VoC programs, QBRs/MBRs, and release/change communications
Proven success operating in multi-vendor / SIAM environments with shared KPIs
Experience aligning operations to frameworks such as ITIL 4 / ISO 20000, NIST CSF/RMF, Zero Trust/TIC 3.0, and FinOps/TBM
ITSM & CMDB: Expert in ServiceNow
Observability & SRE: Comfortable reading SLO dashboards
Analytics & Reporting: Builds executive-ready scorecards in Power BI/Tableau
Cloud & Platform Literacy: Working knowledge of AWS/Azure/GCP services
Security & Compliance Awareness: Knows how operational communications intersect with Zero Trust

Benefits

401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you build your skills and own your career
Professional growth opportunities including paid education and certifications
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and 10 company-paid holidays

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

enterprise IT service managementproduct operationscustomer successservice catalog ownershipoutcomes-based SLAsVoC programsQBRsMBRsmulti-vendor environmentsITIL 4

Soft skills

stakeholder facilitationdriving consensuscommunicationtrainingadoption programsworkshop facilitationchampioning requestsstandardization