About the role
Role Summary
We are seeking an experienced Lead - IT Service Management Platforms to provide technical and functional leadership for enterprise ITSM platforms, with primary focus on OpenText SMAX, ITSM process governance and service management transformation initiatives. The role combines platform ownership, solution architecture, ITIL process excellence, stakeholder management and team leadership across large-scale enterprise environments.
Key Responsibilities
• Lead strategy, architecture, configuration and continuous improvement of OpenText SMAX and related ITSM platforms.
• Define and govern Incident, Problem, Change, Request, SLA, Knowledge and CMDB processes.
• Design workflows, business rules, forms, service catalogs, approval processes and automations.
• Lead REST API integrations with IAM, CMDB, DWH, Azure Automation and enterprise platforms.
• Drive release management, deployment governance and platform upgrades.
• Collaborate with architects, security, audit and infrastructure teams.
• Manage technical backlog, technical debt and platform roadmap.
• Provide technical leadership, mentoring and operational oversight.
Required Qualifications
• Bachelor's or Master's degree in Information Technology, Computer Science or related discipline.
• 10+ years of experience in IT Service Management and Enterprise Platform Engineering.
• 5+ years of experience with SMAX, ServiceNow or comparable enterprise ITSM platforms.
• Proven experience leading enterprise transformation and governance initiatives.
Mandatory Technical Skills
Platform: OpenText SMAX, ServiceNow, Service Manager.
ITSM: Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management, Service Catalog and SLA Management.
CMDB & Data: Configuration Management, Data Models, CI Relationships, SQL, Reporting.
Integration: REST APIs, IAM Integration, Azure Automation, Enterprise Application Integration.
Governance: ITIL v4, Release Management, Configuration Management, Audit & Compliance.
Preferred Qualifications
• ITIL 4 Certification.
• ServiceNow Certifications.
• Banking and Financial Services experience.
• Experience with Azure DevOps and Power BI.
• Enterprise Architecture and Governance exposure.
• ITSM migration, consolidation or CMDB modernization experience.
Leadership Competencies
Strategic Thinking, Technical Leadership, Stakeholder Management, Service Governance, Process Improvement, Team Development, Communication, Delivery Management and Vendor Management.
Ideal Candidate Profile
A senior ITSM leader capable of bridging service management processes, enterprise tooling and platform engineering. The ideal candidate possesses deep expertise in OpenText SMAX, ITIL processes, enterprise integrations and governance frameworks, while leading modernization initiatives and reducing dependency on external vendors.