Service Management Lead

Process planned IT and network change requests, incidents, and problem records end-to-end in accordance with ITIL guidelines and Superloop's internal service management processes. Draft and update service management documentation, then guide internal stakeholders and the Network Operations Leadership team to foster a customer-focused culture. Facilitate weekly Change Advisory Board and Incident Review Board meetings, alongside bi-monthly Problem Review Board sessions, to drive continuous improvement. Liaise with all internal areas to implement process improvements and action items from board reviews, while documenting post-change reviews to manage knowledge bases. Create and lead training sessions on service management processes, and produce weekly and monthly reports for key stakeholders.