Define and execute the IT Service Management (ITSM) strategy for Digital Workplace and Infrastructure in alignment with corporate IT standards.
Serve as the executive owner for service quality, performance, reliability, and employee experience outcomes.
Oversee core ITSM processes including Incident, Problem, Change, Request, Knowledge, and Configuration Management.
Lead service operations and command center capabilities to ensure proactive monitoring and timely issue resolution.
Drive the adoption of Experience Level Agreements (XLAs) and Digital Experience Monitoring to improve digital employee experience.
Establish governance forums to review service performance metrics, user sentiment, and continuous improvement initiatives.
Leverage operational data, automation, analytics, and AIOps to eliminate root causes and improve service resilience.
Partner with engineering, product, and infrastructure leaders to align operational insights with roadmaps and priorities.
Manage vendor and managed service provider relationships to drive accountability, innovation, and value delivery.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related discipline; Master’s degree preferred.
12+ years of progressive IT leadership experience, including 5+ years in service management or IT operations roles.
Deep expertise in IT Service Management frameworks such as ITIL v4, COBIT, or ISO 20000.
Experience implementing experience-driven service models, including XLAs and Digital Experience Monitoring.
Proven ability to translate operational and performance data into actionable business insights.
Strong leadership, collaboration, and communication skills with experience presenting to executive audiences.
Familiarity with enterprise service and observability platforms such as ServiceNow, Nexthink, Splunk, or similar tools.

Benefits

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Applicant Tracking System Keywords

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

Hard Skills & Tools

IT Service ManagementITIL v4COBITISO 20000Digital Experience MonitoringExperience Level AgreementsAIOpsanalyticsautomationservice quality

Soft Skills

leadershipcollaborationcommunicationproblem-solvingstrategic thinkingpresentation skillsuser sentiment analysiscontinuous improvementaccountabilityinnovation

Certifications

Bachelor’s degree in Information TechnologyBachelor’s degree in Computer ScienceMaster’s degree in related discipline