About Business Unit:
At the core of all that Epsilon does is a team that sets the foundation of our IT infrastructure. The team drives innovation and efficiency through pioneering technology across Epsilon's platforms and business verticals. From being the first point of contact for infrastructure needs to final deployment, the team provides end-to-end solutions for our client-facing platforms. ETS supports all aspects of revenue-generating platforms for Epsilon and sets the architectural direction for our enterprise deployments. By adopting the newest technologies, such as Cloud, Automation, and Artificial Intelligence, the team is at the front of redefining our digital business and capturing new opportunities.
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, stakeholder engagement, and continuous improvement.
- The open and transparent environment that values innovation and efficiency
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Responsibilities
- 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 Key Performance Indicator, compliance, and customer satisfaction.
- Drive continuous improvement initiatives based on performance data and stakeholder feedback.
Qualifications
- Bachelor's degree in information systems, Computer Science, or a related field.
- Minimum 8 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 stakeholders across technical and business teams.
- Strong leadership and team management abilities, with experience guiding cross-functional teams through change.
- Analytical approach with a focus on problem-solving and continuous improvement.
- High emotional intelligence and adaptability to manage service transitions and evolving priorities.
- Decision-making skills to align ITSM practices with organizational goals.
