IT Service Management Lead
6 days ago
The Senior Service Management Lead at DLA Piper is responsible for the strategic leadership and governance of IT Service Management (ITSM) processes. This role ensures that services are managed effectively to meet business and operational requirements.
Main Duties and Responsibilities:
- Act as the primary owner of core ITSM processes, including Incident, Problem, Change, Release, Service Request, and Knowledge Management.
- Develop and implement ITSM policies, procedures, and guidelines, ensuring continuous improvement of service management practices.
- Regularly review and audit ITSM processes for compliance with established frameworks and to identify areas for improvement.
- Establish and lead the IT Service Management Office (ITSMO), providing governance and oversight for all ITSM activities across the organization.
- Drive the development and maturation of ITSM tools and systems within Service Now ITSM to ensure efficiency and effectiveness.
- Lead the development of KPIs, metrics, and reporting to measure the performance of IT services and ITSM processes.
- Act as the escalation point for critical incidents and service disruptions, ensuring timely resolution and clear communication to stakeholders.
Required Skills and Qualifications:
- Bachelor's Degree in Computer Science, Information Technology, or a related field.
- 10+ years of experience in IT Service Management, with at least 5 years in a leadership role.
- Extensive experience with ITIL (v3 or 4) frameworks, with certifications such as ITIL Expert or ITIL Managing Professional highly desirable.
- Strong understanding of ITSM platforms (e.g., ServiceNow) and ITSM / ITOM tooling.
- Experience managing Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and other contractual agreements.
- Strong knowledge of DevOps, Agile methodologies, and Automation within ITSM.
- Analytical mindset with strong problem-solving skills and the ability to work under pressure.
- Knowledge of IT Governance, Risk, and Compliance (GRC) practices is a plus.
About You:
We estimate the salary for this position to be around $140,000 - $180,000 per year.
About Us:
DLA Piper is a global law firm with a strong commitment to innovation and excellence.
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