Senior Lead, Service Management

About Our Client

The organization operates in the learning industry, supporting global technology service delivery through structured IT service management, governance, and operational frameworks. It focuses on improving service quality, managing enterprise technology processes, and leveraging AI-enabled tools to strengthen operational efficiency and consistency.

About the Opportunity

The Senior Lead, Service Management leads the organization's enterprise-wide IT service management capability within the Office of the Chief Technology Officer. This role oversees ITSM standards, governance, and continuous improvement while driving accountability across incident and change management, ServiceNow and Atlassian platforms, and AI-enabled service management initiatives.

Responsibilities

• Lead enterprise-wide IT service management standards, processes, and governance.
• Oversee Incident Management and Change Management across business units and global regions.
• Own and manage the ServiceNow platform and its integrations.
• Govern the Atlassian toolchain, including Jira, Jira Service Management, Jira Product Discovery, and Confluence.
• Establish governance models for AI-assisted and autonomous ITSM actions.
• Partner with Platform Engineering on observability strategies that support predictive service management.
• Lead proactive Problem Management to identify and resolve recurring issues.
• Maintain the enterprise service catalogue and request fulfilment processes.
• Govern knowledge management to improve self-service and resolution efficiency.
• Oversee CMDB accuracy and service mapping.
• Lead and develop globally distributed teams across multiple geographies and time zones.

Requirements

• Extensive experience with ITIL 4 and enterprise IT service management.
• Proven experience leading global ITSM teams and functions.
• Deep technical knowledge of ServiceNow and Atlassian platforms.
• Strong stakeholder management and executive influence skills.
• Experience implementing AI and automation governance within ITSM.
• Demonstrated ability to drive cultural and operational change in large organizations.