Senior Lead, Service Management

About the role

For our client, we are seeking a Senior Lead, Service Management to join the team of a leader in the Education, Government & Non-Profit space. This leader will shape enterprise-wide service management strategy and governance across a globally distributed environment. The role will drive the evolution of ITSM practices, with a strong focus on AI-enabled operations, incident response, and change control. This leader will also partner across teams and regions to improve service delivery, operational discipline, and measurable performance outcomes.

Responsibilities

• Lead enterprise-wide IT service management strategy and governance
• Define the role of AI in ITSM and establish operational frameworks
• Oversee major incident management, ensuring effective resolution and learning
• Govern change management processes across multiple teams and regions
• Manage ServiceNow and Atlassian platforms for IT service delivery
• Drive a culture of continuous improvement and service excellence
• Lead a global team, setting performance standards and operational rhythms

Qualifications

• 15+ years in technology, with 8+ years in senior ITSM roles
• Expertise in ITIL 4 practices, preferably with ITIL 4 certification
• Experience with AI and AIOps in service management platforms
• Proven cross-company governance for Incident and Change Management
• Strong analytical skills for performance metrics and reporting
• Ability to lead and develop a globally distributed team

Benefits

• Global reach with strategically located operations
• Opportunity to influence and reshape ITSM in an AI-enabled environment
• Access to leading service management tools and best practices
• Career development programs and mentorship opportunities
• Focus on fostering a culture of innovation and continuous improvement