This pivotal role is responsible for the strategic development and continuous improvement of core ITSM processes including Incident, Problem, and Change Management
Job Summary
This pivotal role is responsible for the strategic development and continuous improvement of core ITSM processes including Incident, Problem, and Change Management.
The ideal candidate must have extensive experience managing global teams in a complex enterprise environment to achieve value-based outcomes.
This position requires proven experience leveraging Generative AI and agentic AI technologies to automate operations and improve service reliability at enterprise scale.
Matching Summary
This pivotal role is responsible for the strategic development and continuous improvement of core ITSM processes including Incident, Problem, and Change Management.
Skills & Requirements
Must-have
US Citizenship required for access
7 years technology services experience
5 years management role experience
Incident Problem Change Management ownership
Global team leadership in enterprise environment
Nice-to-have
Generative AI and agentic AI expertise
Robotic Process Automation (RPA) implementation
Healthcare or insurance industry background
Large-scale enterprise IT transformation
Continuous improvement culture advocacy
Key Requirements
Bachelor's Degree in Business Administration or MIS
Must be US Citizen due to contractual requirements
7+ years progressive ITSM experience preferred
ITIL 4 Managing Professional or Strategic Leader certification preferred