Lead the unified SRE & ITSM Operations team, setting strategy, driving process maturity, and owning Run outcomes for Zendesk’s internal IT services
Job Summary
Lead the unified SRE & ITSM Operations team, setting strategy, driving process maturity, and owning Run outcomes for Zendesk’s internal IT services.
Build and scale a hybrid SRE + ITSM model that balances engineering rigor with process governance, overseeing key functions like Observability, Incident Management, and Change Management.
Drive key performance indicators such as Tier 0 monitoring coverage, MTTA/MTTR, recurrence reduction, and provisioning automation to improve stability and elevate employee experience.
Matching Summary
Lead the unified SRE & ITSM Operations team, setting strategy, driving process maturity, and owning Run outcomes for Zendesk’s internal IT services.
Skills & Requirements
Must-have
SRE and ITSM Operations leadership
ITSM roadmap ownership
Observability & Monitoring
Incident Management & Response
Reliability Engineering & Automation
Change Management
Problem Management & Process Governance
IT Asset Management (CMDB)
Nice-to-have
Global high-growth tech company experience
ITIL and SRE principles
Hybrid SRE + ITSM models
SaaS application portfolios
Data-driven mindset
Balance governance with velocity
Key Requirements
8+ years of experience in IT Operations, SRE, ITSM, or Service Delivery
3+ years in a people leadership role
Experience building or scaling Run/SRE/ITSM capabilities
Strong working knowledge of ITIL and SRE principles
Experience leading observability, incident management, change management, or problem management functions
Excellent strategic, communication, and stakeholder management skills