IT Service Operations Lead

In close partnership with the Director of Production Operations, the IT Service Operations Lead is a hands-on role responsible for driving the operational excellence, scalability, and continuous improvement of IT service management processes and ITSM platform capabilities., * Act as the lead for ITSM processes, including incident, problem, change, and configuration management.

• Continuously optimize ITSM workflows and service models to improve reliability, efficiency, and user experience.
• Serve as a subject matter expert (SME) for ServiceNow ITSM modules, best practices, and platform governance.

Operational Excellence & Metrics

• Define, monitor, and analyze ITSM metrics and KPIs; translate insights into actionable improvements.
• Identify trends and systemic issues impacting service quality and drive continuous improvement initiatives.
• Partner with IT and business stakeholders to ensure IT services align to operational and strategic priorities.

Incident & Problem Management

• Lead the incident management lifecycle, ensuring timely identification, escalation, resolution, and documentation.
• Facilitate blameless post-incident reviews, guiding stakeholders through root cause analysis and corrective actions.
• Monitor recurring incidents and lead initiatives to reduce incident frequency and mean time to resolution (MTTR).
• Own problem management activities end-to-end, from detection and analysis to long-term prevention strategies.

Cross-Functional & Vendor Collaboration

• Partner closely with infrastructure, application, security, and business teams to resolve complex issues and improve service outcomes.
• Support vendor relationships related to ITSM tooling and services, contributing to performance reviews and value realization.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum 7+ years of hands-on experience with the ServiceNow platform, with a strong focus on ITSM.

Technical & Functional Expertise

• Deep understanding of ITSM processes and ServiceNow ITSM modules.
• Strong knowledge of ServiceNow configuration, lifecycle best practices, and platform optimization.
• Experience driving operational improvements in complex, enterprise IT environments.

Problem Solving & Strategic Thinking

• Highly adaptable, with strong analytical and problem-solving skills.
• Ability to anticipate operational risks and proactively address issues before they impact service delivery.
• Capable of balancing short-term operational demands with longer-term service maturity goals.

Communication & Stakeholder Engagement

• Excellent communication and interpersonal skills, with the ability to translate technical concepts for non-technical audiences.
• Skilled at influencing decisions and collaborating across IT and business teams.

Vendor & Tooling Experience (Preferred)

• Experience supporting vendor relationships and contributing to evaluations, renewals, and performance discussions related to ITSM platforms or service

This position is also eligible for bonus as part of the total compensation package.

Pay Range

The salary range for this position (in local currency) is 104300.00-193700.00

Ralliant, originally part of Fortive, now stands as a bold, independent public company driving innovation at the forefront of precision technology. With a global footprint and a legacy of excellence, we empower engineers to bring next-generation breakthroughs to life - faster, smarter, and more reliably. Our high-performance instruments, sensors, and subsystems fuel mission-critical advancements across industries, enabling real-world impact where it matters most. At Ralliant we're building the future, together with those driven to push boundaries, solve complex problems, and leave a lasting mark on the world.