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Senior, niche ITSM/Product role in a metro location with a known employer increases moderate competition.
Skills (ITSM, ITIL, ServiceNow, AIOps) transfer across large enterprises but favor enterprise IT backgrounds.
Explicit 15+ years requirement plus ITSM/ITIL, ServiceNow and governance expertise makes filters strict.
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Own the vision, strategy, governance, and continuous improvement of enterprise Knowledge Management and Availability Management ITSM capabilities.
Define and maintain roadmaps, KPIs, OKRs, and executive reporting to drive service excellence, operational resilience, and AI-driven innovation.
Lead global adoption, stakeholder management, and cross-functional collaboration to enhance service availability, knowledge reuse, self-service, and automation.
Bachelor’s degree in IT, Engineering, Computer Science, Business, or related field.
15+ years of experience in IT Service Management, Service Delivery, Operations, Governance, or Product Management.
Strong expertise in Knowledge Management, Availability Management, and ITIL best practices.
Experience with ITSM platforms, executive KPI/OKR reporting, and implementing AI/automation in enterprise IT environments.
Experienced leader skilled in defining governance models and driving ITSM process maturity at scale in global technology organizations.
Comfortable managing broad stakeholder groups across Technology, Operations, Risk, and Compliance, with strong communication and influencing abilities.
Proven track record of integrating AI, automation, analytics, and innovative workflows to modernize ITSM capabilities and improve operational performance.