Role Description We are seeking a senior-level Lead Service Management Specialist to provide expert leadership and hands-on support across IT Service Management (ITSM) functions. This role is critical to ensuring the stability, integrity, and continuous improvement of production environments through effective change, release, and problem management practices. The ideal candidate will bring strong experience in ITIL/COBIT frameworks, operational leadership, and cross-functional coordination within complex IT environments. Key Responsibilities - Change & Release Management Leadership - Lead and oversee the Change Management Framework, including Go-Live activities and Change Advisory Board (CAB) meetings. - Coordinate and manage deployment of software and hardware releases with minimal business disruption. - Ensure all changes follow established processes, policies, and compliance standards. - Process Governance & Continuous Improvement - Act as the subject matter expert for Change, Release, and Problem Management processes. - Identify and drive improvements in workflows, tools, and inter-process dependencies. - Develop and maintain high-quality process documentation and operational procedures. - Collaboration & Operational Support - Serve as a liaison between Service Desk, Operations, and technical teams. - Coordinate response and follow-ups for incidents and service outages. - Participate in Root Cause Analysis (RCA) and implement preventive measures. - Mentor and coach technical teams on ITSM best practices. - Service Desk & Application Support Oversight - Support Level 1 and Level 2 incident and request management processes. - Monitor ticket queues, ensure SLA compliance, and manage escalations. - Assist with Service Desk operations during high-volume periods. - Troubleshoot and resolve issues across clinical, business, financial, and infrastructure applications. - Leadership & Administrative Functions - Supervise and guide support staff, including work allocation and performance monitoring. - Support departmental planning, budgeting, and cost estimation activities. - Analyze operational data to improve efficiency and resource utilization. - Ensure documentation standards and reporting practices are maintained. Qualifications - Bachelor’s Degree in Business Administration, Finance, Accounting, or related field. - Minimum 5 years of relevant experience in IT service management, administration, or systems support. - Strong understanding of ITSM frameworks (ITIL, COBIT). - Experience with change, release, and incident management processes. - Knowledge of systems analysis, data management, and IT operations. - Strong troubleshooting, documentation, and communication skills. Preferred Skills - Experience supporting enterprise applications (clinical, financial, or infrastructure systems). - Leadership experience managing teams or mentoring staff. - Familiarity with service desk tools and ticketing systems. - Strong focus on continuous service improvement (CSI) methodologies. Work Environment & Expectations - Hybrid role: Approximately 80% remote / 20% onsite. - Must be able to report onsite within 48 hours when required. - Fast-paced, enterprise IT environment with cross-functional collaboration. Key Success Factors - Strong leadership and stakeholder management skills. - Ability to balance strategic oversight with hands-on execution. - Proactive mindset focused on process improvement and operational excellence. - Commitment to service quality and SLA adherence.

• Create innovative, thought provoking, and highly leveraged "must-have insights" content • Develop new insights and ideas through thought leadership and offer compelling, actionable approaches to client's needs and requests • Bring provocative, independent insights to Gartner leaders that can evolve the course of a research agenda • Research, analyze and predict market trends and shifts • Provide clients and prospects with actionable advice via virtual or face-to-face interactions • Create and deliver high value presentation materials on and off stage for Gartner events, industry and professional association conferences, and client briefings • Actively participate in innovation, ideation, and research discussions • Be a mentor and a coach by supporting more junior team members

Provide first-line IT support by troubleshooting hardware and software issues, configuring user endpoints, and maintaining documentation. Ensure a secure and user-friendly IT environment while supporting onboarding and offboarding processes.

• Own architecture and solution design for strategic accounts. • Develop customer value propositions and facilitate engagement. • Shape approaches to meet customer needs and manage expectations. • Communicate technical strategies and support business planning. • Build strong relationships with customer executives and address business requirements. • Produce in-depth analysis of solution requirements and deliver superior value.