Lead - IT Service Management

Role overview

Responsibilities

• Lead rollout of incident, request, problem, knowledge, and service-level practices with clear roles and procedures.
• Use maturity assessments and feedback to sequence improvement work, pilot changes, and establish ownership.
• Coordinate lifecycle practices with Change and Release and translate process needs into platform workflows, catalogue items, and reporting.
• Coordinate assigned major incidents and maintain records, communications, and action ownership.
• Run problem reviews, maintain known-error records, and drive corrective actions.
• Develop service reporting and address missed commitments with service owners.
• Improve knowledge, self-service, and request automation; measure fulfilment and user effort.
• Set service, asset, and configuration data requirements and coach teams to sustain adoption.
• Coordinate contributors and suppliers, escalating conflicts and risks with recommendations.
• Within six months, establish owners, baselines, workflows, an improvement plan, trained teams, platform improvements, and adoption evidence.
• Within twelve months, demonstrate consistent use, measurable service improvements, and practitioners able to sustain practices.

Required qualifications

• Substantial practical ITSM experience leading implementation or improvement of multiple practices across teams.
• Evidence of taking designed processes into sustained use with measurable service improvements.
• Strong applied ITIL knowledge and judgment about suitable governance.
• Hands-on platform experience, such as ServiceNow, Jira Service Management, or ManageEngine, including workflows, testing, and reporting.
• Ability to analyze service data, challenge data quality, and turn findings into accountable actions.
• Strong facilitation, stakeholder communication, and coaching skills; able to lead through influence.

Preferred qualifications

• Software or digital product company experience and familiarity with Agile delivery and engineering support workflows are desirable.
• Relevant ITIL practice qualifications or ITSM platform certification, supported by implementation experience, are desirable.
• Service catalogue design, configuration data, cross-functional workflows, or service automation experience is desirable.

About Inception42

Working at Inception42

• The employer describes an inclusive, globally oriented culture, learning and development opportunities, and high-tech projects.
• The employer advertises competitive remuneration and benefits including healthcare, education support, and leave.