Service Management Lead, VP - Enterprise Technology

InforCapital, partnership; Miami (FL); On-site; USD 180,000 - 240,000; Full time

Job summary

Blackstone is seeking a Vice President – Service Management Lead to own the ITSM program, defining services, ownership, and success metrics. You will partner with ITSM architects and developers to deliver ServiceNow-enabled workflows that are scalable and production-ready.

Based in Miami, you will steer a firmwide ITSM strategy, setting standards for service design, governance, and cost transparency while enabling faster, lower-friction user experience across the technology organization.

Job description

LocationMiami, United States## About This RoleBlackstone is the world’s largest alternative asset manager. We seek to create positive economic impact and long-term value for our investors, the companies we invest in, and the communities in which we work. We do this by using extraordinary people and flexible capital to help companies solve problems. Our $1.1 trillion in assets under management include investment vehicles focused on private equity, real estate, public debt and equity, infrastructure, life sciences, growth equity, opportunistic, non-investment grade credit, real assets and secondary funds, all on a global basis. Further information is available at www.blackstone.com. Follow @blackstone on LinkedIn, X, and Instagram. Job Description 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. Key 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 ope...