Senior Advisor - IT Service Management

Position Overview

Job Description

• Essential Job Duties/Responsibilities:
• Serve as a senior authority on ITSM processes including incident, major incident, change visibility, problem, knowledge, and service reporting.
• Lead enterprise-wide service initiatives tied to operational stability, TSA exit, and post-spin maturity.
• Act as executive advisor on service risk, readiness, operational decision-making.
• Lead complex on high-risk major incidents in partnership with MIM leadership when required.
• Own service health narratives and executive-level reporting for senior leadership and ELT.
• Define, refine, and enforce service governance standards across infrastructure, applications, EUC, and vendors.
• Mentor Advisors and Analysts, setting expectations for discipline, rigor, and accountability.
• Identify systemic service risks and drive cross-organizational remediation plans.
• Qualifications:
• Bachelor's degree/equivalent in information technology, business, or related fields.
• Seven (7) years' experience in IT operations, ITSM, service delivery, or operational leadership.
• Demonstrated experience operating at an executive advisory level.
• Prominent ability to lead through influence across multiple organizations.
• Strong command presence during operational disruptions.
• ITIL certification is preferred.

Job Conditions

• Some travel required.