IT Service Management Lead

We are seeking an IT Service Management Lead in our Broomfield, CO
, location.

The IT Service Management Lead is a senior role responsible for strengthening how IT services are governed, measured, communicated, and continuously improved across Quantinuum. This role takes a forward position in major incident management, change management, problem management, transition, and release management, ensuring these practices are consistent, visible, and aligned to business impact. The role owns the knowledge repository, drives CMDB quality and service data integrity in Service Now, and leads clear communication during high-impact service events and planned change.

Working closely with IT, Info Sec, Engineering, Enterprise Applications, and business stakeholders, the IT Service Management Lead uses metrics, KPIs, SLAs, and trend insight to improve service performance, reduce recurring issues, and mature overall service management capability across the organization. Working within the service strategy and priorities set by IT leadership, this role will translate strategic direction into consistent service management practices, measurable improvements and stronger operational outcomes across IT.

Quantinuum believes that employees work better, more efficiently and more collaboratively in close proximity to other employees, where ideas can be exchanged readily, and decisions can be made more quickly for the benefit of the Company and our customers. All employees should work at their assigned location; however, this role may offer the opportunity to work remotely up to 2 days per week, with approvals

• Lead the operational practice for major incident management, coordinating clear response, stakeholder communication, service restoration updates, and post-incident reviews for high-impact events.
• Own and continually improve change management practices, ensuring changes are properly assessed, communicated, approved, scheduled, and reviewed in line with risk and business impact.
• Drive problem management by identifying recurring issues, coordinating root cause analysis, tracking corrective actions, and reducing repeat incidents across IT services.
• Support transition and release management by helping new or changed services move into live operation with clear support models, knowledge, ownership, communications, and readiness criteria.
• Own the IT knowledge repository, setting standards for knowledge quality, lifecycle review, article ownership, and effective reuse across support and service delivery teams.
• Take ownership of CMDB quality and maturity in Service Now, improving data completeness, configuration item relationships, ownership, and the reliability of service reporting.
• Develop and maintain service management processes, SOPs, runbooks, and governance routines that improve consistency, auditability, and scalability across IT operations.
• Oversee IT service metrics, dashboards, KPIs, and SLAs, turning performance data into clear insight, recommendations, and improvement actions for IT leadership.
• Own service communications for major incidents, planned maintenance, releases, service transition activities, and recurring service performance updates.
• Partner with IT teams and business stakeholders to identify service risks, operational bottlenecks, and opportunities to improve user experience, resilience, and service quality.
• Champion practical adoption of ITIL and Service Now best practices, helping teams apply service management principles in a way that is simple, measurable, and useful.

• Bachelor’s Degree minimum
• 8+ years of progressive experience in IT service management or IT service delivery roles, with ownership of ITIL-aligned practices in an enterprise environment.
• ITIL…