Service Management Lead, VP - Enterprise Technology

Key Responsibilities

• Establish and lead a firmwide IT Service Management (ITSM) program by setting a clear strategic direction and defining the roadmap for IT Service Management at Blackstone, providing transparency into service health, maturity, cost, and performance.
• Define and enforce standards for how services, workflows, and catalog items are designed, governed, and supported, ensuring consistency and scalability across the firm.
• Partner closely with ITSM architects to align on vision, service design principles, and target-state architecture, and with developers to build, execute, and continuously improve ServiceNow-enabled solutions.
• Lead the end-to-end design and delivery of ServiceNow-enabled workflow solutions from concept through production release, ensuring solutions are production-ready and sustainable.
• Own work intake, prioritization, and backlog management, balancing strategic initiatives with near-term delivery commitments and operational needs.
• Ensure service owners understand and are accountable for their workflows, outcomes, and long-term sustainability.
• Drive decisions, manage tradeoffs, track issues, and support release planning and execution across multiple concurrent initiatives.
• Partner closely with Enterprise Architecture to validate requirements, solution patterns, and platform alignment.
• Serve as a senior, trusted partner to business and technology leaders by clearly communicating direction, intent, risks, and tradeoffs.
• Translate complex technical and operational concepts into clear, actionable narratives for senior leadership.
• Deliver data-driven service maturity assessments and crawl-walk-run roadmaps for service groups.
• Identify and recommend process improvements, new processes, and automation opportunities that reduce cost, improve service quality, and minimize downstream support burden.
• Coach and guide junior onshore and offshore business analysts, building capability, reinforcing best practices, and ensuring consistent delivery quality.
• Act as a role model for operational rigor, ensuring solutions are well-governed, designed to scale, and aligned with enterprise standards.

Required Qualifications

• Minimum 8 years of experience in an enterprise corporate technology environment.
• Minimum 5 years of hands-on ServiceNow experience across multiple modules or enterprise use cases.
• Demonstrated leadership experience with accountability for program outcomes and execution.
• Strong verbal and written communication skills, with prior experience influencing and aligning senior stakeholders.
• Prior experience balancing strategic vision with execution-level detail.
• Proven experience leading complex initiatives involving multiple technical teams and business partners.
• Self-starting, entrepreneurial mindset with a strong sense of ownership and accountability.
• ITIL v4 certification preferred.
• Bachelor’s degree or equivalent practical experience in a relevant technology field.