IT Service Management Lead
3 days ago
Natural Factors seeks a seasoned IT Service Management Lead to spearhead transformation initiatives and drive excellence in our IT operations.
Company OverviewWe're a leading health and wellness company dedicated to empowering individuals to live their best lives. Our team is passionate about delivering exceptional customer experiences, and we're looking for a skilled professional to join us on this journey.
Job DescriptionIn this critical role, you'll be responsible for overseeing the daily operation of our ITSM processes, ensuring they align with our policies and industry best practices. Your primary focus will be on Change, Incident, and Service Request Management, working closely with cross-functional teams to deliver seamless services.
- Lead the Change Management Process, chairing the Change Advisory Board (CAB) and managing Incident and Service Request Management teams, ensuring compliance with policies and audit requirements.
- Identify process gaps, implement improvements, and establish KPIs to drive ITSM performance and service excellence.
- Collaborate with ServiceNow Tech Leads and ITAM Leads to align ITSM processes with business operations and enhance service delivery.
- Lead IT process governance projects, monitor operational KPIs, and provide insights to senior leadership for informed decision-making.
- Act as the escalation point for process-related service issues and ensure customers have access to relevant service performance and change information.
Required Skills and Qualifications:
- Graduate degree in Business Management, Computer Science, Engineering, or related IT-focused discipline with 10+ years in IT Service Management and 5+ years in Change Management.
- Proven ability to lead and manage highly skilled IT teams, with strong analytical skills and expertise in IT service integration and emerging technologies.
- Ability to effectively communicate with senior management, diverse teams, and business units, managing multi-cultural and multi-located teams.
- Strong customer service orientation, high willingness to drive transformation and service improvement, and ability to work independently under pressure.
Benefits
- A competitive salary range of $120,000 - $160,000 per annum, based on experience and qualifications.
- A comprehensive benefits package, including medical, dental, and vision coverage.
- A generous retirement savings plan, matched by the company.
- Ongoing training and development opportunities to support your growth and success.
Others
GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic.
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