ZTD Global IT Service Management Lead

Role Summary

We are seeking an experienced and visionary ITSM Leader to establish and own the process and governance of a consistent IT Service Management (ITSM) practice across our ZTD organization. This is a pivotal role for our org, which is in the early stages of ITSM maturity, with each function currently operating its own process. The Global ITSM Leader will design, implement, and govern a consistent, organization-wide approach to incident, change, release, and configuration management—with an initial focus on a consistent major incident management.

Success for this role includes (1) creating a single, consistent ITSM process that is adopted across the technology organization, (2) establishing a major incident management is standardized, with clear roles, escalation paths, and reporting (3) ensuring process adherence is measurable, with regular reporting and actionable insights, (4) continuous improvement is embedded with ongoing feedback, training, and process optimization, and (5) stakeholders are engaged and empowered, with a shared commitment to service excellence.

Responsibilities

• ITSM Process Ownership & Design
  • Develop, implement, and continuously improve a unified ITSM process framework for incident, change, release, and configuration management.
  • Lead the design and rollout of a single, robust major incident management process across all technology functions.
  • Ensure processes are documented, scalable, and aligned with industry best practices (e.g., ITIL).
• Governance & Compliance
  • Establish and maintain governance structures to ensure process adherence and accountability.
  • Define and monitor key performance indicators (KPIs) and metrics to measure process effectiveness, compliance, and improvement.
  • Regularly assess process maturity, identify gaps, and drive initiatives for continuous improvement.
• Stakeholder Engagement & Change Management
  • Collaborate with technology leaders and teams to ensure buy-in and adoption of standardized ITSM processes.
  • Facilitate training, workshops, and communications to promote process understanding and engagement.
  • Act as a change agent, championing a culture of process excellence and service management.
• Reporting & Communication
  • Provide regular reporting on process adherence, major incident trends, and improvement initiatives to senior leadership.
  • Communicate process changes, updates, and best practices across the organization.

Qualifications

• Bachelor's or master's degree in computer science, Business Administration, or other related field or equivalent work experience.
• 8+ years' experience in working with ITSM and ITIL frameworks

Skills

• Proven experience leading ITSM initiatives in a complex, multi-functional technology environment.
• Deep understanding of ITSM frameworks (ITIL certification preferred).
• Strong process design, implementation, and governance skills.
• Demonstrated ability to drive change and influence stakeholders at all levels.
• Experience with ITSM tools/platforms (e.g., ServiceNow, Jira Service Management).
• Excellent communication, facilitation, and interpersonal skills.
• Analytical mindset with experience defining and tracking KPIs.