ITSM - MIM Lead

About the role

The ITSM Lead owns end-to-end governance and continuous improvement of ITSM processes, including Major Incident Management, Problem Management, Change Management and Request Fulfilment. The role acts as the central control tower across technical domains such as Endpoint, VDI, M365 and Infrastructure, ensuring service stability, SLA adherence, process maturity and client confidence.

Key responsibilities

• Own and govern all ITSM processes, standardize them and drive process maturity across towers
• Lead P1/P2 incident governance, incident bridge calls, escalation handling and act as final escalation authority
• Drive Problem Management, ensure high-quality root cause analyses, close known errors and maintain the Known Error Database
• Own the Change Management lifecycle, chair CAB meetings, ensure risk assessments and rollback plans, and monitor change success rates
• Optimize request fulfilment, SLA adherence, workflows and automation of repetitive requests
• Define and track SLA, MTTR and change success metrics, provide governance reports and prepare for audits
• Act as primary ITSM interface for client leadership, run service governance meetings and handle escalations
• Lead the ITSM team (L1/L2/L3 process specialists), mentor members, run quality audits and training
• Drive automation, data-driven decisions and tooling optimization, with a focus on ServiceNow

Required profile

• 10-14+ years of experience in ITSM / service management
• 4-6 years in a Lead / Process Owner role
• Bachelor's degree in IT or a related field
• ITIL Foundation certification (mandatory); ITIL Intermediate / Managing Professional strongly preferred
• Strong client-facing communication, ability to handle escalations and high-pressure P1 incidents, and experience in audit and compliance management

Required skills

• Hands-on experience in Incident, Problem, Change and Request management
• Deep understanding of the ITIL framework and SLA/KPI governance
• ServiceNow (preferred), plus other ITSM tools such as Remedy and Jira Service Management
• Analytical skills to analyze trends and drive process adherence