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Tier-1 employer, metro location, and mid-level generalist ITSM role increases applicant competition.
Requires specific ITSM/SIAM and multi-vendor governance experience, limiting cross-industry transferability.
Mandatory 6+ years plus specific ITSM/SIAM and ServiceNow experience makes filtering moderately strict.
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Lead and manage Major Incident Management (P1/P2) ensuring rapid service restoration and minimal business disruption in a global multi-vendor IT environment.
Govern SIAM service delivery and perform end-to-end ITSM process governance including incident, problem, and service request lifecycle to enhance operational efficiency and SLA/KPI performance.
Drive continuous service improvement initiatives, operational maturity assessments, and implement automation or workflow optimization to reduce ticket volumes and improve customer experience.
6+ years of experience in ITSM, SIAM, Major Incident Management, Problem Management, or Service Delivery Governance.
Strong expertise in ITIL Incident, Major Incident, Problem, Change, and Service Request Management in complex multi-vendor environments.
Hands-on experience with ITSM platforms such as ServiceNow, Remedy, or equivalent.
Bachelor’s Degree.
Demonstrated ability to lead enterprise-level operational governance and major incident management across global multi-vendor IT environments.
Experience driving ITSM process improvements leveraging automation, AI-enabled tools, and advanced analytics for operational excellence.
Strong skills in executive communication, stakeholder management, and governance reporting with analytical rigor.