ZTD Global IT Service Management Lead (Remote - US)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a ZTD Global IT Service Management Lead in the United States.

In this role, you will establish and lead a unified IT Service Management (ITSM) practice across a global technology organization, ensuring consistent processes and governance. You will drive standardization in incident, change, release, and configuration management, with a strong focus on major incident management. This position combines strategic process design, operational oversight, and stakeholder engagement to embed service excellence across the organization. You will measure adherence, identify gaps, and implement continuous improvement initiatives while collaborating with cross-functional teams. The role offers the opportunity to shape ITSM maturity, influence organizational culture, and deliver tangible operational impact on a global scale.

Accountabilities:

• Develop, implement, and continuously improve a unified ITSM framework across all technology functions, including incident, change, release, and configuration management.
• Lead the design and rollout of a standardized major incident management process with defined roles, escalation paths, and reporting.
• Establish governance structures to ensure process adherence and accountability across the organization.
• Define and monitor KPIs and metrics to assess process effectiveness, compliance, and areas for improvement.
• Conduct process maturity assessments, identify gaps, and drive continuous improvement initiatives.
• Facilitate stakeholder engagement, training, and workshops to promote adoption and understanding of ITSM processes.
• Communicate process updates, best practices, and improvement initiatives to leadership and teams.

Requirements

• Bachelor’s or Master’s degree in Computer Science, Business Administration, or related field, or equivalent experience.
• 8+ years of experience working with ITSM and ITIL frameworks.
• Proven experience leading ITSM initiatives in complex, multi-functional technology environments.
• Strong process design, implementation, and governance skills, with ability to drive organizational change.
• ITIL certification preferred; hands-on experience with ITSM tools such as ServiceNow or Jira Service Management.
• Excellent communication, facilitation, and interpersonal skills, with the ability to influence stakeholders at all levels.
• Analytical mindset with experience defining and tracking KPIs, metrics, and reporting.

Benefits

• Competitive base salary range: $126,000 – $205,000 (based on role, experience, and location).
• Eligibility for short-term and long-term incentive compensation.
• Comprehensive healthcare, dental, and vision benefits from day one.
• 401(k) plan with employer match and profit-sharing contribution.
• Four weeks of paid vacation.
• Opportunities for professional development and global impact within the ITSM domain.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are handled by their internal hiring team.

Thank you for your interest!

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