ITSM Lead - Fully remote opportunity

Zealogics.com; United States; Remote; USD 150,000 - 190,000; Full time

Job summary

Zealogics.com seeks a senior ITSM leader to drive enterprise ITSM strategy across multi-country teams. You will align business strategy with IT services, lead senior stakeholders, and oversee vendor relationships while promoting continuous improvement and automation.

The role emphasizes strong English communication, global collaboration, and ITIL/ISO 20000-aligned governance with a focus on measurable outcomes.

Qualifications

• Bachelor's degree or equivalent in IT/CS.
• ITIL, Lean Six Sigma, ISO 20000 knowledge expected.
• ITIL Certification is required; TP/PM/Master certs are a plus.
• Experience managing teams in global, multi-country environments.
• Agile/Scrum exposure is a plus.
• Familiarity with ITSM platforms (e.g., ServiceNow).
• Affinity with ITSM frameworks, change management and organizational sensitivity.

Responsibilities

• Lead ITSM program across enterprise environments with global teams.
• Manage relationships with business and IT leaders at multiple levels.
• Oversee third-party and vendor interactions and performance.
• Drive continuous improvement and automation to reduce toil and improve service outcomes.
• Promote cross-functional collaboration while upholding KPMG-like values.

Skills

ITSM

English communication

Cloud: Azure & GCP

Leadership

Continuous improvement

Stakeholder management

Cross-functional collaboration

Pressure handling

Team player

AI/Automation interest

Education

Bachelor's degree in IT/CS or equivalent

ITIL Certification

Lean Six Sigma or ISO 20000 knowledge

DevOps exposure

Tools

ServiceNow

Job description

• In depth experience with IT Service Management practices in an enterprise environment
• Excellent communication skills in English, verbally and written to all levels of the organization. Confidence in dealing with staff, managers and senior leadership across the firm.
• Knowledge of cloud technologies, primarily Microsoft Azure & Google Cloud Technologies
• Ability to set clear and simply understandable, but ambitious goals that translate the business strategy into action, encouraging and motivating the team members to achieve targets
• Demonstrated commitment to continuous improvement, putting required measurements and management architectures in place to achieve improvement goals
• Ability to build constructive working relations across the different teams, functions, cultures, genders and demonstrate KPMG behavior and values
• Ability to interact professionally under pressure with a wide range of customers ranging from end-users and IT staff to management and external service providers
• Professionalism and commitment which includes investing time outside office hours when deemed required
• Team player who values honesty and transparency, credits others and is willing to share success

Technical skills

• In depth experience with IT Service Management practices in an enterprise environment
• Excellent communication skills in English, verbally and written to all levels of the organization. Confidence in dealing with staff, managers and senior leadership across the firm.
• Knowledge of cloud technologies, primarily Microsoft Azure & Google Cloud Technologies
• Ability to set clear and simply understandable, but ambitious goals that translate the business strategy into action, encouraging and motivating the team members to achieve targets
• Demonstrated commitment to continuous improvement, putting required measurements and management architectures in place to achieve improvement goals
• Ability to build constructive working relations across the different teams, functions, cultures, genders and demonstrate KPMG behavior and values
• Ability to interact professionally under pressure with a wide range of customers ranging from end-users and IT staff to management and external service providers
• Professionalism and commitment which includes investing time outside office hours when deemed required
• Team player who values honesty and transparency, credits others and is willing to share success

Qualifications

• Bachelor's degree in Information Technology or Computer Science or related discipline or equivalent professional experience
• Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, ISO 20000, DevOps is a must
• ITILCertification isa must ; TIL Managing Professional, Practice Manager or Master certification is a plus
• Previous team management experience in a global environment is considered a plus
• Agile/Scrum certification is a plus
• Familiarity with ITSM platforms (e.g., ServiceNow)
• Affinity with IT Service Management frameworks, change and organizational sensitivity

Experience

• 12+ years of hands‑on and leadership experience of working in a multi‑cultural and multi‑vendor environment in a multi‑discipline team in multiple country locations with sound knowledge in building effective working relationships with Business and IT Leaders at the Global, Regional and National Level
• Experience with Site Reliability Engineering concepts with focus on removing toil where possible.
• Strong business stakeholder management
• Experienced in managing third parties
• Experienced in working in a matrix management structured organization
• Excellent organizational and planning ability
• Excellent cross functional team management skills
• Experience managing resources in a fast-moving environment and on projects with evolving requirements and accelerated timelines
• Strong data, metrics, and analysis skills
• Open to adopting artificial intelligence and keen to identify and implement automation opportunities that improve ITSM process efficiency, governance, decision-making, and service outcomes.