Overview In this role you lead IT service excellence across the enterprise, shaping the target operating model and governance for modern ITSM. You will blend ITIL rigor with reinvention to drive automation, AI-augmented operations, and agentic workflows. As a trusted operator and transformational force, you'll sell and deliver programs at CIO level, guiding service delivery from reactive to predictive and continuously improving. This is a strategic opportunity to influence how organizations run IT services at scale and with measurable outcomes.
Compensation / Benefits- medical, dental, vision, life, and long-term disability coverage
- 401(k) plan
- bonus opportunities
- paid holidays
- paid time off
Responsibilities- Define and own IT Service Excellence end-to-end, setting targets for incident, problem, change, request, and configuration management
- Balance governance with reinvention by identifying and re-engineering processes for automation and AI-driven efficiency
- Design and govern the service management operating model across people, process, tooling, and data to enable autonomous, continuously improving operations
- Lead integration of agentic AI into ITSM workflows, including autonomous incident triage and AI-assisted knowledge management
- Sell and shape service management transformation programs at CIO level, including pursuing opportunities and presenting business cases
- Maintain accountability for commercial and delivery performance of engagements, including P&L, delivery quality, and client satisfaction across the portfolio
- Provide thought leadership on the evolution of service management (AIOps, observability, platform engineering) and organizational implications of machine-augmented delivery
- Build and lead a high-performing service management practice, attracting talent and scaling go-to-market propositions
- Travel 25%-100% as required by client needs
Key requirements- 10+ years in IT service management, IT operations, or technology consulting with deep ITIL governance and service delivery transformation
- 10+ years in senior leadership roles with responsibility for service management operating models, tooling strategy, governance, and outcomes
- Bachelor's degree or equivalent work experience (12+ years); if Associate's Degree, 6+ years of work experience
- Executive relationship management at CIO level
- Strategic thinking and thought leadership
- Change management and organizational influence
- ITIL 4 governance and service control design
- SLA/OLA/XLA metrics and CMDB governance for automation
- AIOps platforms and event correlation
