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ITSM Operations Lead

Keyword Studios
9 days ago

We are looking for an ITSM Operations Lead to launch our Global ITSM operations across the Change, Problem, and Incident Management practices. You will play a critical role in shaping our IT landscape and contributing to our mission of delivering exceptional IT services to our customers. If you're passionate about making a real impact and ready to take on challenges, we want to hear from you!

Key Responsibilities

· Operational Excellence: Take the helm of our Global ITSM Operations, managing the Change, Problem, and Incident Management practices. As a guiding force, you'll ensure smooth daily operations and be the go-to leader for resolving critical incidents and complex problems.

· Team Leadership: Shape the future of our ITSM team with your strategic hiring decisions. Invest in our people through mentoring and personalized training programs and maintain our 'follow-the-sun' operational coverage by smart scheduling and performance oversight.

· Strategic Communication: Develop communication strategies that bridge ITSM goals with our broader business objectives, promoting an IT-business partnership.

· Operational Strategy & Efficiency: Collaborate with IT leadership to drive operational efficiencies, propelling our service delivery to new heights. Your strategic insight will be crucial in aligning our ITSM practices with the vision and objectives of our IT department.

What We Offer

· Continuous Learning and Development: Advance your skills and knowledge with our training programs, and professional development opportunities. We encourage continuous growth and support you in achieving your career aspirations.

· Work From Home Flexibility: We understand the importance of flexibility and the value of a work-life balance. That's why we offer WFH conditions that allow you to thrive professionally from the comfort of your home, avoiding the daily commute and providing you the flexibility to design your workday around your life, not the other way around.

· A Unique Culture: As a leader in the heart of the video game industry, we're not just part of the action; we're ahead of the game, setting trends and defining the future of entertainment technology. Our collaborations with the biggest names in the video game world don't just put us on the map—they challenge us to push boundaries and think outside the traditional IT box.


· Bachelor’s degree in Information Technology, Computer Science, or a related field. A Master’s degree in a relevant field is strongly preferred.

· ITIL 4 Foundation certification is required; ITIL Managing Professional (MP) or Strategic Leader (SL) certification is preferred.

· A minimum of 5 years of experience in IT Service Management, with at least 2 years in a leadership role overseeing ITSM operations.

Skills That Will Help You Excel

· Expertise in ITSM best practices, especially in enhancing incident response and problem resolution.

· Proficiency in leading ITSM tools such as ServiceNow, where your experience will drive innovation and efficiency.

· Adept problem-solving and decision-making skills that enable you to navigate complex IT landscapes.

· Strong communication skills that resonate in our multicultural environment, whether you’re collaborating across teams or engaging stakeholders.

· A track record of guiding less experienced teams towards growth and leading cross-functional teams to success, underpinned by your inclusive leadership style.

· Experience managing distributed teams in various time zones, ensuring that global operations run like clockwork.

Apply Now

Ready to take the lead? Submit your application today and take the first step towards a rewarding career that values your expertise and vision. We’re excited to learn about your professional journey and discuss how you can make an impact with us!


Role Information: EN

Studio: Keywords Studios

Location: Europe, Spain

Area of Work: IT & Infosec

Service: Support Services

Employment Type: Full Time, Permanent

Working Pattern: Remote

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