Track Lead - ServiceNow, IT Service Management

Job Summary

Job Summary : As the Cross Functional Services Lead – IT, you will own end-to-end delivery of IT services that span multiple teams (e.g., Infrastructure, Applications, Cybersecurity, Service Desk, Vendor/Managed Services). You will act as the single point of accountability for service outcomes, drive operational excellence, and partner with business stakeholders to improve reliability, user experience, and cost efficiency.

Job Responsibilities : • Service Level ownership: Own assigned cross-functional IT services (service scope, SLAs/OLAs, service roadmap, runbooks, and continuous improvement backlog).

• Operations & reliability: Ensure stable operations through proactive monitoring, problem management, capacity planning, and resilience improvements.
• Incident & major incident management: Lead/coordinate response for high-severity incidents; drive restoration, stakeholder updates, post-incident reviews, and prevention actions.
• Change & release governance: Coordinate cross-team changes; assess risk/impact, ensure approvals, validate backout plans, and minimize business disruption.
• Cross-functional delivery: Orchestrate work across internal teams and vendors; remove blockers, manage dependencies, and ensure timely delivery of commitments.
• Stakeholder management: Translate business needs into actionable service requirements; provide clear status, risks, and options to leaders and customers.
• Vendor & contract management: Manage managed service providers and suppliers; review performance, govern escalations, and drive contract value.
• Service financials: Support budgeting/forecasting, license and asset optimization, and cost-to-serve transparency.
• Compliance & security: Ensure services meet required security, privacy, and audit standards; partner with Security/GRC on remediation and evidence.
• Documentation: Maintain service documentation (architecture overview, SOPs, KB articles, DR/BCP plans) and ensure knowledge transfer.

Job Description : • Business stakeholders / process owners for the supported services\\r\\n• Infrastructure, Network, Cloud, End-User Computing, Service Desk/NOC\\r\\n• Application owners (internal product teams and third-party SaaS providers)\\r\\n• Service Level Management\\r\\n• Enterprise Architecture, Project/Program Management\\r\\n• Procurement, Finance (budgeting, renewals, cost controls)\\r\\n• Vendors / MSPs and delivery partners\\r\\n

Key Responsibilities

Key Sourcing Information : NA

Skill Requirements

Business stakeholders / process owners for the supported services • Infrastructure, Network, Cloud, End-User Computing, Service Desk/NOC • Application owners (internal product teams and third-party SaaS providers) • Service Level Management • Enterprise Architecture, Project/Program Management • Procurement, Finance (budgeting, renewals, cost controls) • Vendors / MSPs and delivery partners

Other Requirements

Other Requirement : • Business stakeholders / process owners for the supported services • Infrastructure, Network, Cloud, End-User Computing, Service Desk/NOC • Application owners (internal product teams and third-party SaaS providers) • Service Level Management • Enterprise Architecture, Project/Program Management • Procurement, Finance (budgeting, renewals, cost controls) • Vendors / MSPs and delivery partners

Job Description : • Business stakeholders / process owners for the supported services\\r\\n• Infrastructure, Network, Cloud, End-User Computing, Service Desk/NOC\\r\\n• Application owners (internal product teams and third-party SaaS providers)\\r\\n• Service Level Management\\r\\n• Enterprise Architecture, Project/Program Management\\r\\n• Procurement, Finance (budgeting, renewals, cost controls)\\r\\n• Vendors / MSPs and delivery partners\\r\\n