ITSM Service Excellence Leader (AI)

Location: Hybrid in Limerick, Ireland. Applicants must have the right to work in Ireland at the time of application and throughout employment. Employment permit sponsorship is not available.

Company

hirify.global provides wealth management, asset servicing, asset management, and banking services to sophisticated institutional and private clients.

What you will do

• Lead the automation, optimization, and maturation of enterprise IT Service Management.
• Act as the enterprise authority on ITIL-based processes, governance, risk-based controls, and continuous improvement.
• Develop an automation-first approach using AI, orchestration, and workflow automation to reduce manual effort, errors, and cycle time.
• Partner with engineering, platform, and tooling teams to embed automation into ITSM workflows and deployment pipelines.
• Define KPIs, KRIs, experience metrics, dashboards, and automated reporting for performance, compliance, risk reduction, and business value.
• Lead global forums and working groups, advise technology, risk, audit, and business stakeholders, and mentor ITSM practitioners.

Requirements

• 10+ years of IT Service Management experience, ideally in banking or financial services.
• Deep hands-on expertise in ITIL and ITSM, including governance, risk-based decision-making, and continuous improvement.
• Proven experience leading automation and optimization initiatives in fast-moving ITSM and release environments.
• Strong knowledge of ITIL, COBIT, ISO/IEC 20000, and regulated operating environments.
• Ability to lead globally and influence outcomes without direct authority, supported by strong communication, analytical, and stakeholder management skills.
• Right to work in Ireland is required; employment permit sponsorship is not provided.

Nice to have

• ITIL Intermediate certification or higher.
• Automation, AI/ML, or RPA-related certifications.

Culture & Benefits

• Flexible and collaborative work culture.
• Access to senior leaders and opportunities for internal mobility.
• Inclusive workplace with reasonable accommodation available during the employment process.
• Opportunities to contribute time and expertise to community and philanthropic initiatives.