Service Management Lead, VP - Enterprise Technology

Blackstone • Miami, FL

1d

About The Position

The Vice President – Service Management Lead will work closely with the broader Service Management team and technology function to establishing the enterprise standard for IT service design, delivery, and governance, with a focus on automation, streamlining the user experience, and driving ServiceNow enabled workflows. This role will own the IT Service Management (ITSM) program from end to end, from defining what services exist, how they are designed and supported, understanding ownership and accountability, and defining how success should be measured. The role will operate at both a strategic and tactical level; defining the roadmap and strategy for the ITSM platform within Blackstone, while working closely with our business partners to design and deliver capability across the firm, ensuring services are production-ready, sustainable, and low friction for our user base. The Service Management Lead champions IT Service Management best practices across the technology organization, driving alignment and buy in on where services and capabilities should be centralized, standardized, and consistently implemented. This role brings clarity, accountability, and discipline to shared services while enabling teams to move faster, reduce friction, and deliver better outcomes through well-designed, well-governed services.

Requirements

• Minimum 8 years of experience in an enterprise corporate technology environment.
• Minimum 5 years of hands‑on ServiceNow experience across multiple modules or enterprise use cases.
• Demonstrated leadership experience with accountability for program outcomes and execution.
• Strong verbal and written communication skills, with prior experience influencing and aligning senior stakeholders.
• Prior experience balancing strategic vision with execution‑level detail.
• Proven experience leading complex initiatives involving multiple technical teams and business partners.
• Self‑starting, entrepreneurial mindset with a strong sense of ownership and accountability.
• Bachelor’s degree or equivalent practical experience in a relevant technology field.

Nice To Haves

• ITIL v4 certification preferred.

Responsibilities

• Establish and lead a firmwide IT Service Management (ITSM) program by setting a clear strategic direction and defining the roadmap for IT Service Management at Blackstone, providing transparency into service health, maturity, cost, and performance.
• Define and enforce standards for how services, workflows, and catalog items are designed, governed, and supported, ensuring consistency and scalability across the firm.
• Partner closely with ITSM architects to align on vision, service design principles, and target-state architecture, and with developers to build, execute, and continuously improve ServiceNow‑enabled solutions.
• Lead the end‑to‑end design and delivery of ServiceNow‑enabled workflow solutions from concept through production release, ensuring solutions are production‑ready and sustainable.
• Own work intake, prioritization, and backlog management, balancing strategic initiatives with near‑term delivery commitments and operational needs.
• Ensure service owners understand and are accountable for their workflows, outcomes, and long‑term sustainability.
• Drive decisions, manage tradeoffs, track issues, and support release planning and execution across multiple concurrent initiatives.
• Partner closely with Enterprise Architecture to validate requirements, solution patterns, and platform alignment.
• Serve as a senior, trusted partner to business and technology leaders by clearly communicating direction, intent, risks, and tradeoffs.
• Translate complex technical and operational concepts into clear, actionable narratives for senior leadership.
• Deliver data‑driven service maturity assessments and crawl‑walk‑run roadmaps for service groups.
• Identify and recommend process improvements, new processes, and automation opportunities that reduce cost, improve service quality, and minimize downstream support burden.
• Coach and guide junior onshore and offshore business analysts, building capability, reinforcing best practices, and ensuring consistent delivery quality.
• Act as a role model for operational rigor, ensuring solutions are well‑governed, designed to scale, and aligned with enterprise standards.

Benefits

• comprehensive health benefits, including but not limited to medical, dental, vision, and FSA benefits
• paid time off
• life insurance
• 401(k) plan
• discretionary bonuses

What This Job Offers

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