Job Title: Service Delivery Lead (ITIL & ServiceNow)

Location: Los Angeles, CA 90013 (Onsite)
Duration: 12+ Months
Rate: $00/Hour on CTC

Description:

Key Responsibilities:
Design and Implementation: Define and implement large-scale technology operations, working with leaders across technology, energy, logistics, security, etc. Transition from the design phase to active operations during the critical period.
Program Management: Hands-on management of technology delivery programs, ensuring processes and systems are properly defined and operational.
Service Desk Setup: Oversee the creation of service desks and technology service catalogs, ensuring that service providers (applications, training, telecom, etc.) are effectively onboarded and integrated into operations.
Operational Leadership: Lead day-to-day cross-functional operations, managing service providers and ensuring smooth operational support for key events such as tech rehearsals, test events, and service launches.
ITIL Implementation: Apply ITIL best practices in service management, driving decisions that affect both the design and delivery phases.
Service Reporting & Metrics: Define and monitor key operational metrics for the service desk, ensuring regular reporting and issue resolution protocols are in place.
Training & Policies: Design and implement training programs and policies to ensure consistent technology operations.

Required Experience:
5+ years in large-scale technology operations: Expertise in defining and running large-scale technology and business operational processes.
ITIL Framework: Strong understanding and practical experience in implementing ITIL best practices.
Technology Service Management Tools: Familiarity with ServiceNow, Remedy, or similar service management tools.
Cross-Functional Leadership: Experience in coordinating with various functional units and service providers.
Program/Project Management: Hands-on experience in managing delivery programs with a focus on technology services.
Multi-Year Transformation Projects: Leading business and system transformations across multiple units.