Sr. Manager, Global IT Service Management & Delivery

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The Sr. Manager – Global IT Service Management & Delivery will lead Incident, Problem, Change, Risk and Knowledge Management across our global enterprise. This leader will drive operational excellence, service reliability and outcome-based improvements while shaping the future of ITSM through AI Ops, automation and data-driven insights. This role ensures continuous learning from every incident, prevents recurrence and safeguards customer experience, revenue and business continuity.

The ideal candidate will champion proactive detection, rapid response and long-term prevention using AI, data, automation and modern ITSM practices.

• Lead and mature ITIL4-aligned Incident, Problem, Change, Risk and Knowledge processes with a strong emphasis on learning, prevention and reducing business impact.
• Champion operational excellence by driving root cause elimination, trend analysis and preventive actions to protect customer experience and revenue.
• Manage vendor performance, SLAs/XLAs, governance and continuous improvement initiatives, including building dashboards and reporting frameworks to track operational outcomes and vendor delivery.
• Advance AI Ops capabilities such as noise reduction, anomaly detection, correlation and automated remediation to reduce MTTA, MTTD and MTTR.
• Analyze Service Now and observability data using AI and data science techniques to identify patterns, recurring issues and optimization opportunities.
• Strengthen CMDB accuracy, service mapping, dependency modeling and impact analysis.
• Enhance observability and monitoring practices across infrastructure, cloud, eCommerce, retail stores, OMS, middleware, SAP, WMS, BI, cybersecurity and Info Sec.
• Collaborate with Cybersecurity and Info Sec teams to ensure rapid response to security incidents and mitigate operational risk.
• Promote SRE-aligned practices, automation-first thinking and a culture of continuous improvement across all technology teams.
• Build and lead a high-performing team for incident triage, communication and coordination while designing the future evolution toward AI Agent Ops for autonomous triage and response.
• Drive communication and strategic improvements across internal and external stakeholders to enhance employee and customer experience.

• 8+ years of experience in ITSM and IT Service Delivery leadership roles.
• Expertise in ITIL4, Incident/Problem/Change Management and operational excellence frameworks.
• Hands-on experience with Service Now, CMDB, automation and workflow optimization.
• Experience with AI Ops, data analytics and observability tools.
• Strong knowledge of Cybersecurity and Info Sec operations including security incident handling.
• Experience with cloud platforms and hybrid enterprise landscapes.
• Proven ability to influence cross-functional teams and drive innovation.
• Certifications in Data Analysis, Data Science or AI Ops are a strong plus (to emphasize data and outcome-based analysis and thinking).

Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not…