ITSM Operations Lead – Incident & Change Champion

RS Group; United States; Remote; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Medical plans

Pension plan

Employee assistance programme

Zusammenfassung

RS Group is seeking an established ITSM Operations lead to coordinate ITIL-aligned service operations across the organisation, ensuring high-quality support for critical systems. You will drive incident, problem, change and request management, and serve as a subject matter expert for operational service delivery.

The role emphasizes incident coordination, RCA-led improvements, governance participation, and collaboration with internal teams, MSPs and partners to sustain service reliability and

Qualifikationen

• 2+ years in IT operations or service support in a global or regional business.
• Familiarity with SLAs, KPIs and service improvement activities.
• Strong communication and stakeholder engagement.
• Ability to stay calm under pressure, especially during major incidents.
• Experience applying ITIL v4 in real deployments.

Aufgaben

• Support and champion ITIL processes across Incident, Problem, Change and Request Management.
• Coordinate Major Incidents (P1/P2) and manage P3 incidents with timely restoration and stakeholder communication.
• Lead problem management activities including root cause analysis, action tracking and lessons learned.
• Support Change Management processes, including CAB participation, risk assessment and change governance.
• Monitor service performance, analyze SLA/KPI trends, and identify continuous improvement opportunities.
• Build relationships with internal teams, MSPs and third-party partners to drive operational excellence.
• Act as escalation point for service issues, ensuring ownership and resolution of aged or complex tickets.
• Assist onboarding of new services into the ITSM environment and maintain operational readiness.
• Participate in governance reviews and contribute to service reporting and performance management.
• Provide out-of-hours Major Incident support and coach colleagues on ITIL best practices.

Kenntnisse

ITIL v4 knowledge

Stakeholder engagement

Major incident management

Communication skills

Analytical problem solving

Escalation management

Tools

ServiceNow

ITSM platforms

Jobbeschreibung

RS Group is seeking an established ITSM Operations lead to coordinate ITIL-aligned service operations across the organisation, ensuring high-quality support for critical systems. You will drive incident, problem, change and request management, and serve as a subject matter expert for operational service delivery.

The role emphasizes incident coordination, RCA-led improvements, governance participation, and collaboration with internal teams, MSPs and partners to sustain service reliability and