Lead Enterprise Software Engineer

Our Interview Practices

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent relevant experience.
• Minimum of 8 years supporting IT operations or IT Service Management in a large, complex enterprise, including 5+ years across cloud, infrastructure, network, application or platform operations.
• Demonstrated experience leading ITSM governance at scale across multiple practices, including running governance forums, CAB or ECAB, performance reviews and operational assurance activities.
• Proven expertise in Change Enablement governance, including change risk assessment, approval models, emergency change control and change-related incident reduction.
• Proven expertise in Incident, Service Request and Problem Management governance, including root-cause analysis and corrective-action governance.
• Strong working knowledge of ITIL, ITSM practices and the IT4IT reference architecture, covering Change Enablement, Incident Management, Service Request Management, Problem Management, Availability Management, Service Level Management and Continual Improvement.
• ITIL Foundation and ITIL Managing Professional (MP) certification is a must.
• Proven success redesigning process execution and delivering measurable improvements through automation, AI, analytics or workflow orchestration.
• Hands-on experience with ServiceNow across multiple modules and with Power BI, including workflow configuration and the design of trusted operational dashboards.
• Experience with DevOps or DevSecOps practices and solution development using Python, PowerShell, APIs, low-code tools or comparable technologies.
• Minimum 1 year of experience designing or implementing AI agents, generative AI solutions, specification-driven development or comparable capabilities.
• Strong analytical capability in KPI design, trend analysis, data storytelling and translating insight into prioritized action.
• Executive presence and the ability to communicate process performance, control effectiveness, service risk and recommendations in clear business terms to senior leadership.
• Ability to influence and drive accountability across teams without direct authority.
• Demonstrated ability to lead under pressure, challenge constructively, build consensus and manage competing priorities independently.
• Excellent communication and collaboration skills, with a genuine commitment to team success and continuous learning.
• Our Interview Practices
• To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
• Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Preferred Qualifications

• Experience with incident alerting platforms such as xMatters or PagerDuty is strongly preferred.
• Exposure to Azure and AWS operational environments is preferred.