IT Service Management Lead - 1080

Quantinuum • Broomfield, CO

1d • $98,000 - $131,000 • Hybrid

About The Position

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

Working closely with IT, InfoSec, Engineering, Enterprise Applications, and business stakeholders, the lead uses metrics, KPIs, SLAs, and trends to improve service performance, reduce recurring issues, and mature service management capability. Within the service strategy and priorities set by IT leadership, the role translates strategic direction into consistent practices, measurable improvements, and stronger operational outcomes.

The position is based at Quantinuum’s Broomfield, Colorado location. Employees are expected to work at their assigned location; this role may offer the opportunity to work remotely up to two days per week, with approval.

Requirements

• Bachelor’s degree minimum.
• At least 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 certification.
• Must be a U.S. Person, defined as a U.S. citizen, permanent resident or green card holder, or worker granted asylum or refugee status.
• Must not be a national of the People’s Republic of China or Russia unless also a U.S. citizen, due to U.S. Government national security requirements.

Nice To Haves

• Master’s degree in Information Technology, Computer Science, or a related equivalent field.
• ITIL certification, preferably ITIL 4 Foundation or higher, with practical application across incident, change, problem, knowledge, transition, and release management.
• ServiceNow certification, preferably ServiceNow Certified System Administrator, and practical experience using ServiceNow for ITSM processes, reporting, knowledge, and CMDB management.
• Deep understanding of ITIL principles and their practical application across incident, change, problem, knowledge, transition, and release management.
• Experience coaching, mentoring, or guiding IT teams on service management practices, process adoption, and quality standards.
• Strong ServiceNow experience, including ITSM workflows, reporting, dashboards, knowledge management, CMDB, and process improvement.
• Experience developing IT metrics, SLA and KPI reporting, service reviews, and leadership-level performance updates.
• Experience improving service maturity in a growing or changing organization and standardizing processes without unnecessary administration.
• Strong written and verbal communication skills, including translating operational detail into clear stakeholder updates and leadership insight.
• Experience with Agile, Kanban, Lean, or continual improvement methods in an IT operational environment.
• Experience partnering across IT, InfoSec, Engineering, Enterprise Applications, vendors, and business stakeholders to improve service outcomes.

Responsibilities

• Lead major incident management, coordinating response, stakeholder communication, service restoration updates, and post-incident reviews for high-impact events.
• Own and continually improve change management practices, ensuring changes are assessed, communicated, approved, scheduled, and reviewed according to risk and business impact.
• Drive problem management by identifying recurring issues, coordinating root cause analysis, tracking corrective actions, and reducing repeat incidents.
• Support transition and release management by helping new or changed services enter 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 reuse.
• Improve CMDB quality and maturity in ServiceNow, including data completeness, configuration item relationships, ownership, and service reporting reliability.
• Develop and maintain service management processes, SOPs, runbooks, and governance routines to improve consistency, auditability, and scalability.
• Oversee IT service metrics, dashboards, KPIs, and SLAs, translating performance data into insight, recommendations, and improvement actions for IT leadership.
• Own service communications for major incidents, planned maintenance, releases, service transitions, 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 ServiceNow best practices.

Benefits

• Competitive compensation and the opportunity to work on groundbreaking technology.
• Flexible work arrangements that support work-life balance.
• Employer-subsidized medical, dental, and vision insurance.
• 401(k) retirement savings plan with company match and student loan repayment benefit.
• Equity opportunities.
• Generous paid time off, sick leave, and 12 paid holidays annually.
• Paid parental leave.
• Employee discount programs.
• Bonus and equity eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior