{"id":2195386,"url":"https://alion.io/job/garrettmotion-service-management-operations-lead","title":"Service Management Operations Lead","company":{"id":2036820,"name":"Garrett Motion","domain":"garrettmotion.com","url":"https://alion.io/company/garrettmotion","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":88,"open_postings":6,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":53,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brno, Czech Republic"],"countries":["CZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":92000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1779},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-06T11:45:45Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-11-01T12:31:43Z","board_verified":true,"closed_at":null,"days_open":26,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":26},"description":"Job Summary\nThe 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.\nThis 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.\nKey Responsibilities\nLeadership and Service Delivery\n\nLead daily service operations to ensure stable, business-aligned delivery and manage end-to-end dependencies across IT teams and suppliers.\nEnsure smooth operational handover of new/changed services, train and mentor teams to improve service management maturity, collaboration and practices.\nGovernance, Performance, and Reporting\n\nLead governance through service reviews, KPI/SLA tracking, and risk/issue management.\nAnalyze performance trends to find root causes and improvement opportunities, and maintain clear service documentation and reporting.\nStakeholder Management and Cross-Functional Coordination\n\nServe as the bridge between business and IT, converting priorities into coordinated service actions across internal teams, providers, and technical leads.\nDrive clear stakeholder communication and cross-functional collaboration to improve stability, compliance, user experience, and issue recovery.\nServiceNow and ITSM Platform Management\n\nManage service workflows and reporting in ServiceNow.\nGovern configuration and improve the IT Online portal for better adoption and request quality.\nAutomation, AI, and Transformation Strategy\n\nDrive 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.\nDefine and execute the Digital Workplace automation strategy with clear roadmap/KPIs, lead end-to-end delivery, and apply structured change management for successful adoption.\nSecurity and Compliance\n\nEnsure automation and data practices comply with security, privacy, and internal policies.\nCommunication and Stakeholder Leadership\n\nCoordinate service communication across IT, business, suppliers, and leadership; build trust through clear updates and follow-through.\nLead governance/problem-solving forums, influence without authority, and resolve cross-team conflicts.\nRequired Qualifications\nBachelor’s degree in IT, Business Information Systems, Engineering, or related field.\n\nSignificant experience in IT service management, service operations, or service delivery leadership roles.\n\nExperience with AI-enabled productivity, workflow automation, analytics\n\nExperience working across business and IT functions in a complex, multi-stakeholder environment.\n\nGood understanding of ITSM processes\n\nITIL certification\n\nExperience with ServiceNow or similar enterprise service management platforms.\n\nProven ability to coordinate cross-functional teams and suppliers\n\nStrong analytical, reporting, and service improvement skills.\n\nExcellent written and verbal communication skills.\n\nCritical Skills and Competencies\nService management leadership\n\nBusiness-to-IT translation\n\nStakeholder management\n\nAI and automation awareness\n\nCommunication and facilitation\n\nCoordination across multiple teams and suppliers\n\nOperational governance\n\nService performance management\n\nContinuous improvement mindset\n\nMentorship and coaching\n\nProblem solving and escalation management\n\nServiceNow familiarity\n\nData-driven decision making","description_format":"text","description_chars":4063,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Education","Media & Entertainment"],"lifecycle":[{"event":"open","at":"2026-10-09T19:11:19Z"}],"visa":[],"liveness":{"score":77,"band":"hot","label":"Hiring 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