ITSM Applications Team Leader

About the Role

We are looking for an ITSM Applications Team Leader to join our Technology team 🎯

This role will lead the ITSM platforms function while managing the Monitoring and CMDB teams. The ideal candidate is both a strong technical practitioner and an experienced people leader who can drive service management excellence across the organization.

Responsibilities

Leadership & Team Management

• Lead and manage teams responsible for ITSM applications, Monitoring services, and CMDB operations.
• Provide mentorship, performance management, and capability development for team members.
• Align team objectives with Technology department strategy and ensure high-quality service delivery.

ITSM Platforms Ownership

• Oversee the operation, configuration, maintenance, and lifecycle management of ServiceCore and OpenText Service Manager (ITSM) platforms.
• Ensure platforms are stable, secure, and aligned with best-practice ITSM processes.
• Establish and manage technical communication with ITSM platform vendors; follow up on development needs, roadmap activities, and operational issues.

Process & Service Development

• Analyze business and user requirements across ITSM processes and propose scalable, value-adding solutions.
• Drive continuous improvement initiatives across Incident, Problem, Change, CMDB, and related processes.
• Maintain integrations between ITSM platforms and other enterprise systems.

Operations & Support

• Oversee system performance monitoring, ensure timely issue diagnosis and resolution.
• Coordinate user support, platform onboarding, and training needs.
• Ensure security, backup, compliance, and data protection standards are consistently applied.

Preferred Skills and Experience

• Minimum 5 years of experience working with ITSM platforms (e.g., ServiceCore, OpenText Service Manager, Jira).
• Strong knowledge of ITIL processes (ITIL certification is a plus).
• Familiarity with Monitoring and CMDB technologies is highly preferred.
• Proficiency in SQL and reporting tools.
• Experience with technologies such as JavaScript, XML, SOAP, and REST APIs.
• Demonstrated experience integrating ITSM tools (ServiceNow, BMC Remedy, ServiceManager, Jira, etc.).
• Proven leadership experience (team lead, project lead, or consulting lead) in ITSM or related domains.
• Strong analytical thinking and problem-solving skills.
• Excellent written and verbal communication skills, with a collaborative, team-oriented mindset.

Here in SabancıDx, our journey is to find the best version of ourselves and to create the best future together. 🌱

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