ITSM Manager

Role overview

Responsibilities

• Establish enterprise-wide Incident, Problem, Change, Release, and Knowledge Management processes and drive end-to-end ITSM transformation.
• Develop ITSM policies and procedures aligned with ISO and audit requirements; partner with audit and compliance teams on framework adherence.
• Lead ITIL awareness programs, internal training, and enterprise roadshows to promote adoption and process discipline.
• Partner with Engineering, Product, Security, and Customer Success to embed ITSM in AI product-development and delivery workflows.
• Lead continuous service improvement using KPIs and governance metrics; influence cultural change and standardization across global teams.
• Support ITSM tool selection, configuration, and optimization based on defined process needs.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or Computer Information Systems.
• At least 15 years of IT experience, with at least 10 years in ITSM or ITIL leadership in large enterprise environments.
• Proven success establishing ITSM frameworks and achieving process maturity from inception.
• Strong understanding of AI-driven product development, cloud infrastructure, and enterprise platforms; advanced Microsoft Azure and cloud service-delivery knowledge.
• Deep familiarity with ITIL processes and experience managing complex partner, supplier, and customer ecosystems in a technology product organization.
• Excellent leadership, stakeholder-management, communication, and cross-functional influencing skills.

Certifications

• ITIL Certification (v4 Managing Professional or equivalent) is mandatory.
• SCRUM and Agile certifications are mandatory.
• PMP or PRINCE2 certification is optional.
• Cloud certifications in Azure, AWS, or GCP are listed without a stated mandatory or optional designation.

Role capabilities

• Strategic, process-driven approach combined with hands-on execution.
• Technical appreciation of product lifecycle, DevOps, and cloud operations.
• Ability to communicate and train others on complex process concepts.
• Focus on operational excellence, continuous improvement, and service quality.

About Inception

What Inception offers

• The employer describes an inclusive global culture, learning and development opportunities, high-tech projects, and a competitive rewards package that includes healthcare, education support, and leave benefits.