Service Management Lead

Overview

• Lead and manage SMC, Service Desk, and ITSM teams, ensuring resource availability, operational readiness, and SLA adherence across all service operations.
• Strategize and align IT operational functions with business direction, long-term roadmaps, and industry trends, including AI-driven operations and automation initiatives.
• Oversee daily operations and service delivery, implementing policies, processes, and frameworks to enhance efficiency, productivity, and compliance with audits, ISO standards, and LPS policies.
• Drive continuous improvement across people, process, and tools, optimizing service delivery capabilities, operational workflows, and AI adoption to remove inefficiencies.
• Provide leadership, coaching, and performance management, including KPI governance, capability development, and fostering a high-performance, customer-centric culture.
• Manage stakeholder, customer, and vendor relationships, ensuring cl...