We are looking for a Service Management Operations Lead to drive operational excellence across our IT service management ecosystem. In this role, you will lead the performance, governance, and continuous improvement of service management platforms, while advancing automation, AI-enabled capabilities, and modern service delivery practices that support business goals. What you’ll do Lead day-to-day operations and continuous improvement of IT service management platforms, including ServiceNow and the IT service portal Drive platform enhancements, governance, configuration, and process standardization Define and implement automation strategies to improve efficiency, reduce manual effort, and enable data-driven service decisions Expand the use of AI, automation, and self-healing capabilities to enhance user experience and service quality Partner with IT and business stakeholders to optimize workflows and support transformation initiatives Oversee external service management resources, ensur...