Role OverviewThe Enterprise ITSM & Continual Service Improvement (CSI) Lead is responsible for end-to-end governance, execution, and maturation of IT Service Management processes across the enterprise. Reporting to the Program Manager, the role drives measurable service outcomes, champions a data-driven improvement culture, and ensures alignment of Incident, Problem, Change, Request, Knowledge, Service Level, and Service Continuity practices with business objectives and regulatory requirements.
What You Will Do
Responsibilities include owning and continuously improving the enterprise ITSM framework, establishing governance, process controls, and operating procedures, defining service KPIs and SLOs, and maintaining the CSI roadmap and backlog.
Why It Might Be a Fit
The ideal candidate will have 10+ years of experience in IT service operations or service management, including 5+ years leading enterprise ITSM process ownership, and will be able to demonstrate problem control, recognition, research, isolation, resolution, follow-up, and help-desk system experience.
Requirements
- MA/MS degree or BA/BS with 12+ years of relevant experience
- 10+ years of experience in IT service operations or service management
- 5+ years of experience leading enterprise ITSM process ownership
- ITIL 4 Foundation certification (required)
- ITIL 4 Managing Professional certification (desired)
- Lean Six Sigma Green/Black Belt (desired)
- Secret clearance at time of submission
Benefits
- Health/Dental/Vision
- 401(k) match
- Paid Time Off
- STD/LTD/Life Insurance
- Referral Bonuses
- Professional development reimbursement
- Parental leave
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