Service Management Lead, VP - Enterprise Technology

Job Description

The Vice President – Service Management Lead will work closely with the broader Service Management team and technology function to establish the enterprise standard for IT service design, delivery, and governance, with a focus on automation, streamlining the user experience, and driving Service Now‑enabled workflows. This role will own the IT Service Management (ITSM) program from end to end, defining what services exist, how they are designed and supported, understanding ownership and accountability, and defining how success should be measured.

The role operates at both a strategic and tactical level, defining the roadmap and strategy for the ITSM platform within Blackstone, while working closely with business partners to design and deliver capability across the firm, ensuring services are production‑ready, sustainable, and low‑friction for the user base. The Service Management Lead champions IT Service Management best practices across the technology organization, driving alignment and buy‑in on where services and capabilities should be centralized, standardized, and consistently implemented.

• Establish and lead a firm‑wide IT Service Management program, setting a clear strategic direction and defining the roadmap for ITSM at Blackstone.
• Define and enforce standards for service, workflow, and catalog item design, governance, and support to ensure consistency and scalability across the firm.
• Partner closely with ITSM architects to align on vision, service design principles, and targeted state architecture, and with developers to build, execute, and continuously improve Service Now‑enabled solutions.
• Lead the end‑to‑end design and delivery of Service Now‑enabled workflow solutions from concept through production release.
• Own work intake, prioritization, and backlog management, balancing strategic initiatives with near‑term delivery commitments and operational needs.
• Ensure service owners understand and are accountable for their workflows, outcomes, and long‑term sustainability.
• Drive decisions, manage trade‑offs, track issues, and support release planning and execution across multiple concurrent initiatives.
• Partner closely with Enterprise Architecture to validate requirements, solution patterns, and platform alignment.
• Serve as a senior, trusted partner to business and technology leaders, clearly communicating direction, intent, risks, and trade‑offs.
• Translate complex technical and operational concepts into clear, actionable narratives for senior leadership.
• Deliver data‑driven service maturity assessments and crawl‑walk‑run roadmaps for service groups.
• Identify and recommend process improvements, new processes, and automation opportunities to reduce cost, improve service quality, and minimize support burden.
• Coach and guide junior onshore and offshore business analysts, building capability, reinforcing best practices, and ensuring consistent delivery quality.
• Act as a role model for operational rigor, ensuring solutions are well‑governed, designed to scale, and aligned with enterprise standards.

• Minimum 8 years of experience in an enterprise corporate technology environment.
• Minimum 5 years of hands‑on Service Now experience across multiple modules or enterprise use cases.
• Demonstrated leadership experience with accountability for program outcomes and execution.
• Strong verbal and written communication skills, with prior experience influencing and aligning senior stakeholders.
• Prior experience balancing strategic vision with execution‑level detail.
• Proven experience leading complex initiatives involving multiple technical teams and business partners.
• Self‑starting, entrepreneurial mindset with a strong sense of ownership and accountability.
• ITIL v4 certification preferred.
• Bachelor’s degree or equivalent practical experience in a relevant technology field.

The duties and responsibilities described here are not exhaustive and additional assignments, duties, or responsibilities may be required of this position. The role may be modified at any time by Blackstone in its sole discretion.

Expected annual base salary range: $160,000 -…