Cultivate a full-spectrum IT Service Management Office (SMO), scaling capabilities across the full suite of ITSM practice areas, including incident, problem, change, request, knowledge, continual improvement, and beyond. Define, deliver and govern the strategic guardrails for service management practices across IT Operations.
Serve as the principal Practitioner for change enablement for the SMO, architecting the governance, and leading a Change Advisory Board (CAB) to assess high impact, high risk changes.
Transform the practices into a comprehensive change enablement framework to facilitate high velocity changes to match business demand, while maintaining operational stability.
Define a sophisticated, multi-speed Change Enablement ecosystem, that harmonizes the high-velocity requirements of software and product engineering with the structured needs of corporate functions requiring operational stability, ensuring seamless delivery across the entire enterprise.
Leverage the ServiceNow platform to support change enablement processes.
Minimum qualifications:
Bachelor’s degree in Information Technology or a related field, or equivalent practical experience.
10 years of IT Leadership experience, including experience managing enterprise-level transformations within organizations.
8 years of experience in ITSM leadership, including implementing and governing ITSM practices such as Incident, Problem, and Change Management.
Experience with the ServiceNow platform, specifically IT Service Management (ITSM), IT Asset Management (ITAM), and Configuration Management Database (CMDB).
Certifications in ITIL Managing Professional (MP) or ITIL Strategic Leader (SL), or equivalent.
Preferred qualifications:
Experience in designing and governing multi-speed Change Enablement ecosystems that harmonize engineering requirements for fast change and release practices, with corporate operational stability.
Experience leveraging AIOps and Generative AI (e.g., Gemini, Now Assist, AI Agent Studio) to automate IT operations and reduce manual toil within a complex ITSM framework.
Experience integrating ITSM practices with Developer Operations to build automated governance guardrails that support the speed of the business.
Experience with leadership in a large, complex enterprise setting that requires high velocity and stability, driving the strategic implementation and governance of all ITSM practices.
