Service Management Transformation Lead

About the role

This is not a traditional operational Service Management role. The individual acts as an internal consultant, transformation leader and change agent, responsible for redesigning how Service Management is delivered and demonstrating measurable business value through service stability, efficiency, automation and continuous improvement.

What you'll do

• Assess current practices across Incident, Major Incident, Problem, Change, Asset, Configuration and related Service Management capabilities
• Challenge legacy processes and identify opportunities to simplify, automate and modernize
• Develop and execute transformation roadmaps focused on efficiency, service quality and business outcomes
• Lead continuous improvement initiatives across multiple client environments
• Move Service Management beyond operational reporting toward measurable value creation

What you need

• ServiceNow
• CI/CD
• JIRA
• ITIL
• Process improvement
• Power Automate
• Any graduate

Good to have

• Power BI
• Splunk
• Datadog
• RPA
• Root cause analysis