IT Service Management Lead

Vuori•Carlsbad, CA

About The Position

Vuori is looking for an experienced IT Service Management Lead to shape and mature the ITSM practices that keep our teams connected, productive, and supported as we continue to grow. This role will serve as Vuori’s ITIL subject matter expert and lead the adoption, governance, performance, and continual improvement of service management across the business. You will collaborate with technology teams to build scalable processes, improve service quality, and strengthen employee experience through practical, data-driven service management.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent years of experience preferred.
5+ years of experience in IT Service Management, IT Operations, Service Delivery, or a related discipline, including direct ownership of ITIL-based practices.
ITIL Foundation certification; advanced ITIL certification such as Managing Professional or Practice Manager is preferred.
Demonstrated experience leading Incident, Problem, Change Enablement, Request, Service Level, and Knowledge Management practices.
Experience with Jira Service Management, ServiceNow, or a comparable enterprise ITSM platform, including workflow and reporting optimization.
Strong ability to develop and interpret SLAs, KPIs, dashboards, and operational performance trends to drive measurable improvements.
Proven success influencing cross-functional teams, facilitating governance forums, and driving adoption without relying on direct authority.
Excellent written and verbal communication, organizational, analytical, and stakeholder management skills.

Nice To Haves

Experience supporting retail, ecommerce, corporate, or distribution technology environments is preferred.

Responsibilities

Drive adoption of Vuori’s IT Service Management program across Technology teams through stakeholder engagement, process education and cross-functional collaboration to ensure consistent execution and operational excellence.
Lead in establishing ITIL-aligned governance, standards, metrics, process documentation, and a continual improvement roadmap.
Own Incident and Major Incident Management, improving service restoration, stakeholder coordination, post-incident reviews, and operational reporting.
Lead Problem Management by facilitating root cause analysis, managing corrective actions and known errors, and reducing recurring service disruptions.
Govern Change Management, including CAB activities, risk assessment, process compliance, change performance, and improvements to change success rates.
Manage Request Management and service catalog governance, partnering with technology teams to standardize, streamline, and automate fulfillment workflows.
Own Service Level Management by defining and reporting on SLAs, OLAs, KPIs, and service performance, and by partnering with service owners on improvement plans.
Develop Knowledge Management practices that improve documentation quality, self-service adoption, and support team effectiveness.
Serve as the business process owner for Jira Service Management, defining requirements for workflows, automation, reporting, controls, and platform enhancements while maintaining audit-ready ITSM processes.