ITSM Lead

Location: Fully remote

What you will do

• Lead IT Service Management practices in an enterprise environment across multicultural, multi-vendor, and multidisciplinary teams.
• Translate business strategy into clear goals, motivate teams, and manage cross-functional delivery.
• Establish measurements and management frameworks to drive continuous improvement in ITSM processes and services.
• Manage business stakeholders, third-party providers, resources, and projects with evolving requirements and accelerated timelines.
• Apply Site Reliability Engineering concepts to reduce operational toil and improve service outcomes.
• Identify and implement automation and artificial intelligence opportunities for ITSM efficiency, governance, and decision-making.

Requirements

• 12+ years of hands-on and leadership experience in multi-cultural, multi-vendor, and multi-country environments.
• In-depth experience with enterprise IT Service Management and strong knowledge of ITIL, Lean Six Sigma, ISO 20000, and DevOps.
• ITIL certification is required; ITIL Managing Professional, Practice Manager, or Master certification is an advantage.
• Knowledge of Microsoft Azure and Google Cloud technologies, ITSM platforms such as ServiceNow, and Site Reliability Engineering concepts.
• Bachelor's degree in Information Technology, Computer Science, or a related discipline, or equivalent professional experience.
• Excellent written and verbal English communication skills are required.

Nice to have

• Previous team management experience in a global environment.
• Agile/Scrum certification.
• Experience working in a matrix management structure and managing third parties.

Culture & Benefits

• Fully remote work arrangement.
• Collaboration across different teams, functions, cultures, and countries.
• Emphasis on honesty, transparency, shared success, and constructive working relationships.
• Commitment to continuous improvement, professionalism, and service quality.