Service Management Operations Lead

Job Summary

The Service Management Operations Lead ensures IT services are aligned to business priorities, delivered effectively, and continuously improved across the full service lifecycle. The role serves as the operational bridge between business stakeholders, IT teams, service owners, managed service providers, and platform teams to drive service performance, transparency, accountability, and business value.

This position combines operational leadership, governance, stakeholder coordination, and continuous improvement with strong focus on service quality and user experience. ServiceNow and related ITSM tools are used to enable process discipline, workflow efficiency, reporting, and operational visibility, while the role remains broader than platform administration. The role also advances responsible AI, automation, and data-driven decision-making to reduce manual effort and strengthen service outcomes.

Key Responsibilities

• Leadership and Service Delivery

Lead daily service operations to ensure stable, business-aligned delivery and manage end-to-end dependencies across IT teams and suppliers.

Ensure smooth operational handover of new/changed services, train and mentor teams to improve service management maturity, collaboration and practices.

• Governance, Performance, and Reporting

Lead governance through service reviews, KPI/SLA tracking, and risk/issue management.

Analyze performance trends to find root causes and improvement opportunities, and maintain clear service documentation and reporting.

• Stakeholder Management and Cross-Functional Coordination

Serve as the bridge between business and IT, converting priorities into coordinated service actions across internal teams, providers, and technical leads.

Drive clear stakeholder communication and cross-functional collaboration to improve stability, compliance, user experience, and issue recovery.

• ServiceNow and ITSM Platform Management

Manage service workflows and reporting in ServiceNow.

Govern configuration and improve the IT Online portal for better adoption and request quality.

• Automation, AI, and Transformation Strategy

Drive continuous improvement through process standardization, automation, and data-driven service optimization, identifying AI use cases such as predictive insights, preventive processes, trend analysis, and reduced manual work.

Define and execute the Digital Workplace automation strategy with clear roadmap/KPIs, lead end-to-end delivery, and apply structured change management for successful adoption.

• Security and Compliance

Ensure automation and data practices comply with security, privacy, and internal policies.

• Communication and Stakeholder Leadership

Coordinate service communication across IT, business, suppliers, and leadership; build trust through clear updates and follow-through.

Lead governance/problem-solving forums, influence without authority, and resolve cross-team conflicts.

Required Qualifications

• Bachelor’s degree in IT, Business Information Systems, Engineering, or related field.

• Significant experience in IT service management, service operations, or service delivery leadership roles.

• Experience with AI-enabled productivity, workflow automation, analytics

• Experience working across business and IT functions in a complex, multi-stakeholder environment.

• Good understanding of ITSM processes

• ITIL certification

• Experience with ServiceNow or similar enterprise service management platforms.

• Proven ability to coordinate cross-functional teams and suppliers

• Strong analytical, reporting, and service improvement skills.

• Excellent written and verbal communication skills.

Critical Skills and Competencies

• Service management leadership

• Business-to-IT translation

• Stakeholder management

• AI and automation awareness

• Communication and facilitation

• Coordination across multiple teams and suppliers

• Operational governance

• Service performance management

• Continuous improvement mindset

• Mentorship and coaching

• Problem solving and escalation management

• ServiceNow familiarity

• Data-driven decision making