Lead IT Business Operations
About The Position
The IT Business Operations Strategy Lead is a senior individual contributor responsible for driving strategic initiatives that modernize, automate, and strengthen the Service Desk. This role focuses on improving processes, technology platforms, service readiness, automation, ticket quality, and cross-functional alignment.The Strategy Lead partners with CCTO, Engineering, Identity Operations, Client Operations, Change Management, Problem Management, Reporting and ServiceNow Platform teams to ensure the Service Desk is informed, prepared, and continuously improving.This position leads modernization efforts, program delivery, analysis, and enablement work that supports the operational team and elevates the capabilities of the entire Service Desk organization.
Requirements
- 5+ years of experience in IT Service Desk, IT Operations, Problem Management, or similar ITSM function
- Strong understanding of ITSM processes, ServiceNow, and Service Desk workflows
- Demonstrated experience with automation, AI platforms, or process modernization initiatives
- Excellent analytical and documentation skills, including the ability to translate data into actionable insights
- Strong communication skills with the ability to lead initiatives without direct people management
Nice To Haves
- ITIL Foundation Certification
- Experience with ServiceNow workflow design or optimization
- Experience with IVR/contact center modernization
- Knowledge of SOX/IAM compliance processes
- Experience with AI/machine learning or automation tools (e.g., PeopleReign, chatbots, RPA)
Responsibilities
- Serve as the primary lead for the rollout and adoption of PeopleReign Agentic AI, ensuring the Service Desk maximizes automation and AI-assisted triage.
- Partner with internal teams to identify automation opportunities and drive execution of high-impact improvements.
- Analyze ticket and contact trends to recommend targeted automation, workflow, and process enhancements.
- Lead efforts to modernize the IVR and contact routing platform to a Modern call-based solution.
- Partner with ServiceNow or future ITSM teams to redesign and optimize catalog items, templates, forms, and workflows.
- Develop documentation, standards, and design patterns to ensure consistent support workflows and knowledge management.
- Act as the liaison for Problem Management identifying trends, reviewing root causes, and driving follow-through with owners.
- Participate in STR (Service Transition Review) to ensure the Service Desk is prepared for new product deployments, tools, or changes in service scope.
- Engage in Change Management meetings to evaluate potential impacts on frontline support and communicate required readiness steps.
- Lead SOX/IAM compliance efforts related to access reviews, process documentation, and audit support.
- Partner closely with the Manager, Service Desk Operations to translate insights into actionable frontline changes.
- Identify gaps in processes, documentation, or tooling and collaborate with cross-functional partners to address them.
- Track outcomes of improvement initiatives, ensuring measurable value and operational benefit.
- Work with CCTO, Engineering, Product, Cloud, Identity Ops, and Client Ops to anticipate support impacts for upcoming releases.
- Ensure the Service Desk is not blindsided by new product launches, technology rollouts, or changes in systems.
- Build relationships across the business to strengthen communication channels and information flow.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
