At Keywords, we are using our passion for games, technology and media to
create a global services platform for video games and beyond. Our aim is to
become the “go to” provider of technical services.
We enable leading content creators and publishers to leverage our expertise
and capacity across the lifecycle of interactive content. In so doing we
empower our clients to remain lean and agile, and to focus on creating the
most engaging experiences.
Keywords is trusted and relied upon by many of the world's leading video game
companies to work alongside them during concept, development and live
operations by leveraging the breadth and depth of our industry leading service
lines every step of the way.
We are looking for an ITSM Operations Lead to launch our Global ITSM
operations across the Change, Problem, and Incident Management practices. You
will play a critical role in shaping our IT landscape and contributing to our
mission of delivering exceptional IT services to our customers. If you're
passionate about making a real impact and ready to take on challenges, we want
to hear from you!
Duties and Responsibilities
Lead Global ITSM Operations across the Change, Problem, and Incident
Management practices. Provide leadership in daily operations and serve as
a primary escalation point for critical incidents and complex problems.
Guide the ITSM team, through strategically hiring, mentoring, and targeted
training, overseeing work allocation, performance monitoring for quality
and efficiency, while ensuring 'follow-the-sun' operational coverage.
Develop and execute communication strategies that guarantee ITSM goals
align with business objectives, promoting an IT-business partnership.
Partner with IT leadership to proactively enhance operational efficiencies
and contribute strategic insights that support the vision and mission of
the IT department.
Skills & Experience Required
Bachelor's degree in Information Technology, Computer Science, or a
related field. A Master's degree in a relevant field is strongly
ITIL 4 Foundation certification is required; ITIL Managing Professional
(MP) or Strategic Leader (SL) certification is preferred.
A minimum of 5 years of experience in IT Service Management, with at least
2 years in a leadership role overseeing ITSM operations.
In-depth knowledge of ITSM practices and a strong proficiency with
industry-standard ITSM tools.
Hands-on experience with leading ITSM platforms, with a strong preference
for expertise in ServiceNow.
Excellent problem-solving and decision-making abilities.
Effective communication and interpersonal skills.
Proven leadership experience with the ability to manage cross-functional
Extensive experience working in a multicultural environment and managing
teams across multiple time zones