Soni Resources
Our client is seeking an experienced IT Service Management (ITSM) leader to oversee major incident response, problem management, and change/release processes across a large, complex enterprise environment. This role is critical in ensuring stability, resiliency, and continuous improvement of business-critical services while driving best practices in ITSM, stakeholder alignment, and organizational maturity. This role requires 3 days/week on-site.
Key Responsibilities:
Lead and mature the Major Incident, Problem, and Change/Release functions, providing 24/7/365 coverage and being available after hours as needed.
Manage and grow a team of 5 engineers (with plans to expand to 8), setting clear goals, mentoring, and developing talent, including managing managers.
Ensure executive-level presence during crisis management and incident reviews, delivering clear, confident, and timely communications to senior leadership.
Oversee and continuously improve customized ServiceNow processes and workflows to maximize value and adoption.
Act as both a strategic leader and hands-on operator: project manage incidents, facilitate stakeholder buy-in, and ensure timely, structured resolution.
Set and enforce policies, standards, and documentation for ITSM practices, with a focus on process discipline and operational consistency.
Drive root cause analysis for major incidents, preparing and presenting findings and preventative actions to executive stakeholders.
Partner across IT and business units to ensure alignment between ITSM processes and organizational goals.
Develop and track KPIs for incident response, problem resolution, and change success; drive continuous improvement initiatives.
Support and mature governance, compliance, and ITSM awareness across the enterprise.
Qualifications: Bachelor's degree or equivalent professional experience. 7+ years of progressive ITSM leadership experience in a large, complex enterprise environment. Proven experience leading Major Incident, Problem, and Change/Release processes, including global 24/7/365 operations. Strong executive presence with the ability to confidently communicate with and influence senior stakeholders. Demonstrated success in managing managers and growing high-performing teams. Deep familiarity with ServiceNow (customized environments strongly preferred). Process- and operations-focused leader with solid technical knowledge across infrastructure and applications. Strong program/project management skills with experience facilitating cross-functional collaboration during incidents and initiatives. Skilled in policy setting, documentation, and communication frameworks that ensure consistency and accountability. ITIL 4 certification (or equivalent understanding) required; knowledge of NIST, COBIT, or other frameworks a plus. Familiarity with CI/CD pipelines, DevOps, or Agile methodologies is advantageous.
Key Responsibilities:
Lead and mature the Major Incident, Problem, and Change/Release functions, providing 24/7/365 coverage and being available after hours as needed.
Manage and grow a team of 5 engineers (with plans to expand to 8), setting clear goals, mentoring, and developing talent, including managing managers.
Ensure executive-level presence during crisis management and incident reviews, delivering clear, confident, and timely communications to senior leadership.
Oversee and continuously improve customized ServiceNow processes and workflows to maximize value and adoption.
Act as both a strategic leader and hands-on operator: project manage incidents, facilitate stakeholder buy-in, and ensure timely, structured resolution.
Set and enforce policies, standards, and documentation for ITSM practices, with a focus on process discipline and operational consistency.
Drive root cause analysis for major incidents, preparing and presenting findings and preventative actions to executive stakeholders.
Partner across IT and business units to ensure alignment between ITSM processes and organizational goals.
Develop and track KPIs for incident response, problem resolution, and change success; drive continuous improvement initiatives.
Support and mature governance, compliance, and ITSM awareness across the enterprise.
Qualifications: Bachelor's degree or equivalent professional experience. 7+ years of progressive ITSM leadership experience in a large, complex enterprise environment. Proven experience leading Major Incident, Problem, and Change/Release processes, including global 24/7/365 operations. Strong executive presence with the ability to confidently communicate with and influence senior stakeholders. Demonstrated success in managing managers and growing high-performing teams. Deep familiarity with ServiceNow (customized environments strongly preferred). Process- and operations-focused leader with solid technical knowledge across infrastructure and applications. Strong program/project management skills with experience facilitating cross-functional collaboration during incidents and initiatives. Skilled in policy setting, documentation, and communication frameworks that ensure consistency and accountability. ITIL 4 certification (or equivalent understanding) required; knowledge of NIST, COBIT, or other frameworks a plus. Familiarity with CI/CD pipelines, DevOps, or Agile methodologies is advantageous.