IT Service Management Lead

Vuori, Inc; Carlsbad (CA); On-site; USD 109,000 - 140,000; Full time

Benefits offered by this job

Health Insurance

Savings and Retirement Plan

Employee Assistance Program

Paid Time Off

Wellness & Fitness benefits

Job summary

Vuori, Inc. is seeking an experienced IT Service Management Lead to mature ITSM practices across the organization. You will act as the ITIL SME and drive adoption, governance, and continual improvement of service management with data-driven insights.

The role requires collaboration with technology teams to build scalable processes, improve service quality, and enhance employee experience through effective ITSM governance and automation.

Qualifications

• 5+ years of IT Service Management experience including ownership of ITIL-based practices
• ITIL Foundations certification; advanced ITIL certification preferred
• Experience leading Incident, Problem, Change Enablement, Request, Service Level, and Knowledge Management practices
• Experience with Jira Service Management, ServiceNow, or comparable ITSM platforms with workflows and reporting

Responsibilities

• Drive adoption of Vuori’s IT Service Management program across Technology teams
• Establish ITIL-aligned governance, standards, metrics, and documentation
• Own Incident and Major Incident Management; improve service restoration and reporting
• Lead Problem Management with root-cause analysis and corrective actions
• Govern Change Management including CAB activities and change performance
• Manage Request Management and service catalog governance with standardized workflows
• Own Service Level Management and reporting of SLAs, OLAs, and KPIs
• Develop Knowledge Management to improve doc quality and self-service effectiveness
• Serve as business process owner for Jira Service Management and define workflows and automation

Skills

ITIL

IT Service Management

Stakeholder management

Incident Management

Problem Management

Change Enablement

Jira Service Management

ServiceNow

Education

Bachelor's degree in IT / CS / Business Admin

Tools

Jira Service Management

ServiceNow

Job description

• Compensation: USD 109,000 - USD 140,175 - yearly

Company Description

Vuori is re-defining what athletic apparel looks like: built to move and sweat in but designed with a casual aesthetic to transition into everyday life. We draw inspiration from an active coastal California lifestyle; an integration of fitness, creative expression and life. Our high energy fast paced retail environment is reflected in the clothes we make. We aim to inspire others to take on all aspects of their lives with clarity, enthusiasm and purpose…while having a lot of fun along the way. We are proud to be an outlet for opportunity and for personal growth and success.

Job Description

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 andleadthe adoption,governance, performance, and continual improvement of service management across the business. You willcollaboratewith technology teams to build scalable processes, improve service quality, and strengthenemployeeexperience through practical, data-driven service management.

What you'll get to do:

• Drive adoption ofVuori’s IT Service Management programacross Technology teamsthrough stakeholder engagement, processeducationand cross-functional collaboration to ensure consistent execution and operational excellence.
• Leadinestablishing 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 byfacilitatingroot 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 whilemaintainingaudit-ready ITSM processes.

Qualifications

Who you are:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, orrelatedfield, 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,facilitatinggovernance forums, and driving adoption without relying on direct authority.
• Excellent written and verbal communication, organizational, analytical, and stakeholder management skills.
• Experience supporting retail, ecommerce, corporate, ordistributiontechnology environments is preferred.

Additional Information

Our investment in you:

At Vuori, we’re proud to offer the following to our employees:

• Health Insurance
• Savings and Retirement Plan
• Employee Assistance Program
• Paid Time Off
• Wellness & Fitness benefits

The salary range for this role is $109,000 per year - $140,175 per year. This role is bonus eligible.

Vuori is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

All your information will be kept confidential according to EEO guidelines.