IT Service Management Lead Specialist

- Lead the design, implementation, and enhancement of IT Service Management processes aligned with ITIL standards - Manage and refine Incident, Problem, Change, Release, Knowledge, Service Request, and Configuration Management functions - Oversee major incident management, coordinating response teams to ensure swift resolutions - Serve as the primary governance leader to establish SLAs, KPIs, and performance reporting frameworks - Propel process maturity and standardization across service operations environments - Facilitate service review meetings, audit preparations, and service quality evaluations - Collaborate with engineering, infrastructure, cloud, security, and support teams to optimize service delivery - Develop and maintain service catalogs, operational documentation, and process workflows - Coordinate root cause analysis efforts and implement corrective measures to prevent recurrence - Assist with the onboarding of new services and technologies into production environments - Provide leadership, mentorship, and guidance to support and service management teams - Partner with business stakeholders to assess service requirements and implement strategies for improvement