IT Service Center Lead

About the role

The POD Lead is responsible for leading a business-aligned Product-Oriented Delivery (POD) IT team within the future LIFT Model. This role owns end-to-end service outcomes for an assigned domain, workstream, or experience area, ensuring work is executed consistently across the service lifecycle, knowledge is maintained, recurring demand is reduced, and employee experience improves over time.

Responsibilities

• Own end-to-end service outcomes for the POD’s assigned domain, service area, business segment, or experience portfolio, using SLAs, XLAs, backlog health, MTTR, first-contact resolution, CSAT, and experience signals to monitor performance and drive improvement.
• Identify recurring issues, demand patterns, process gaps, and employee experience friction, translating operational data, service trends, DEX data, and feedback into corrective actions that improve reliability and reduce avoidable work.
• Lead daily execution of the POD, ensuring consistent delivery across global intake, routing, triage, resolution, escalation, and closure practices while driving adherence to ITSM standards.
• Coordinate POD capacity across GDC locations, balancing workload, availability, skill mix, queue health, and service priorities.
• Help teams adopt global standards, POD ownership behaviors, and outcome-based measures while maintaining operational stability during the transition to the LIFT Model.
• Partner with ServiceNow, DEX, infrastructure, endpoint, application, security, and business stakeholders to improve end-to-end service outcomes.
• Reduce unnecessary handoffs, strengthen diagnostics and documentation, and expand first-contact and first-owner resolution.
• Identify and support automation, self-service, Virtual Agent, workflow improvement, and demand-reduction opportunities through standardization of repeatable work.
• Maintain POD knowledge discipline by ensuring articles, troubleshooting guides, routing logic, known-error records, and resolution patterns are current, usable, and automation-ready.
• Provide functional leadership, coaching, and performance feedback while reinforcing accountability, professionalism, service quality, and continuous improvement.
• Deliver reporting, risk visibility, and actionable insights on POD performance, staffing needs, service quality, and improvement opportunities.

Qualifications

• 5+ years of experience in IT support, service desk, service delivery, or end-user technology operations, with 3+ years leading support teams, cross-functional workstreams, or operational improvement efforts.
• Experience operating in global delivery models, shared services, or centralized, queue-based support environments with service ownership accountability.
• Working knowledge of IT Service Management (ITSM) practices (incident, request, problem, change, asset, and knowledge management) and experience using ServiceNow or similar platforms.
• Demonstrated ability to manage service performance, interpret operational data and experience signals, and drive improvements that reduce recurring demand and increase efficiency.
• Experience with ticketing systems, queue management, routing, escalation practices, and service reporting in high-volume environments.
• Proven ability to collaborate across technical teams, business partners, and vendors while supporting adoption of new processes and ways of working.
• Exposure to automation, self-service, Virtual Agent, DEX tools, or AI-enabled support practices preferred.
• Experience supporting enterprise end-user environments (e.g., Microsoft technologies, endpoint, access, hardware lifecycle) preferred.
• Associate’s degree in IT, Business, or related field or equivalent experience (Bachelor’s preferred); ITIL certification required (ITIL v4 preferred).