[Remote] ZTD Global IT Service Management Lead at Zoetis

United States

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Bachelor’s or master’s degree in computer science, Business Administration, or other related field or equivalent work experience
8+ years’ experience in working with ITSM and ITIL frameworks
Proven experience leading ITSM initiatives in a complex, multi-functional technology environment
Deep understanding of ITSM frameworks (ITIL certification preferred)
Strong process design, implementation, and governance skills
Demonstrated ability to drive change and influence stakeholders at all levels
Experience with ITSM tools/platforms (e.g., ServiceNow, Jira Service Management)
Excellent communication, facilitation, and interpersonal skills
Analytical mindset with experience defining and tracking KPIs

Develop, implement, and continuously improve a unified ITSM process framework for incident, change, release, and configuration management
Lead the design and rollout of a single, robust major incident management process across all technology functions
Ensure processes are documented, scalable, and aligned with industry best practices (e.g., ITIL)
Establish and maintain governance structures to ensure process adherence and accountability
Define and monitor key performance indicators (KPIs) and metrics to measure process effectiveness, compliance, and improvement
Regularly assess process maturity, identify gaps, and drive initiatives for continuous improvement
Collaborate with technology leaders and teams to ensure buy-in and adoption of standardized ITSM processes
Facilitate training, workshops, and communications to promote process understanding and engagement
Act as a change agent, championing a culture of process excellence and service management
Provide regular reporting on process adherence, major incident trends, and improvement initiatives to senior leadership
Communicate process changes, updates, and best practices across the organization