Job Description

Overview

About Business Unit:

SaaSOps leads post-production support and the overall experience of Epsilon PeopleCloud products for our global clients. This function is responsible for product support, incident management, managed operations and the automation of processes. The team has successfully incubated and mainstreamed Site Reliability Engineering (SRE) as a practice, to ensure reliable product operations on a global scale. Plus, the team is actively leading the adoption of AI in operations (AIOps) and recently launched AI-driven self-service capabilities to enhance operational efficiency and improve client experiences.




The Service Assurance team is our enterprise ITIL Service Management function and is the backbone of operational excellence, enabling consistent, scalable, and customer-centric delivery of IT services across the organization. Built on the ITIL framework, this business service ensures that every aspect of service-from incident resolution to change enablement-is governed by standard processes, aligned with business objectives, and continuously optimized for performance and value. Through robust process design, seamless service transitions, and strategic tool integration, we empower teams to deliver reliable, measurable, and high-quality IT services that support innovation, agility, and enterprise growth.

Why we are looking for you

You have extensive experience in IT Service Management, including enterprise-level process design and implementation. You bring strong leadership capabilities with a proven track record of managing multi-functional teams and driving operational excellence. You are proficient in configuring and optimizing ITSM tools like ServiceNow, BMC Remedy, or Cherwell. You are well-versed in ITIL frameworks (v3 or v4) and understand how to align service processes with business goals. You are passionate about continuous improvement and governance, using data insights to enhance service delivery.

What you will enjoy in this role

The opportunity to lead strategic ITSM initiatives that impact enterprise-wide service delivery and performance. A collaborative environment where your expertise in service transition and process optimization will be highly valued. Exposure to innovative technologies and platforms, including automation and integrations within ITSM tools. A culture that encourages transparency, collaborator engagement, and continuous improvement.

The open and transparent environment that values innovation and efficiency.



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Responsibilities

What will you do:

Major Contributor to design and implementation of ITIL-based service management processes such as Incident, Problem, Change, Request, Request Management, CMDB and Knowledge Management. Lead ITIL Service Management service transitions from project delivery to steady-state operations, ensuring readiness and risk mitigation. Configure and customize ITSM platforms to support process requirements and enable automation and reporting. Establish governance frameworks and monitor KPIs, compliance, and customer satisfaction. Drive continuous improvement initiatives based on performance data and collaborator feedback.

Qualifications

Bachelor's degree in information systems, Computer Science, or a related field. Minimum 10 years of experience in IT Service Management, with at least 3 years in a leadership role. Transition Service Management Experience, preferred Strong knowledge of ITIL (Intermediate certification preferred). Hands-on experience with ITSM tools, especially ServiceNow. Experienced in Project Management Methodologies

Other Qualifications:

Exceptional communication skills to engage effectively with partners across technical and business teams. Strong leadership and team management abilities, with experience guiding cross-functional teams through change. Analytical mindset with a focus on problem-solving and continuous improvement. High emotional intelligence and adaptability to manage service transitions and evolving priorities. Decision-making

Additional Information

Our pillars aren't just words. They're how we show up every day.





People centricity: We focus on employee well-being in an environment where colleagues truly care about each other. Collaboration: We work together, support one another and collectively achieve goals. Growth: There are endless opportunities for growth through learning, development and career advancement. Innovation: We drive progress through cutting-edge solutions and

forward-thinking approaches.
Flexibility: We've created a balance between work and personal life, and we encourage adaptability to solve problems creatively.


Our values guide us to create value for our clients, our people and consumers.





Act with integrity Work together to win together Innovate with purpose Respect all voices Empower with accountability


These pillars and values are our foundation-shaping our culture, guiding our decisions and uniting us in common purpose.