ITSM Lead

We support our customers in their digitalization journey with our deep technical expertise.

GlassHouse has a rapidly growing business and offers many opportunities with its dynamic & energetic environment. We have offices in Istanbul, Ankara, Izmir, South Africa, and Qatar.

Come and join us!

We are looking for an “ITSM Lead” to be assigned to the PMO Manager.

Responsibilities

• Manage, improve, and implement ITSM processes end-to-end across the organization.
• Evaluate and compare ITSM platforms conduct research, product assessments, and PoC activities, and provide insights and recommendations to the leadership team.
• Perform hands-on configuration, application governance, workflow design, and continuous improvement activities within the ITSM tool.
• Collaborate with product vendors and external consulting partners, provide direction, and ensure effective project follow-up.
• Lead the organization-wide adoption of ITSM and support its positioning as the company’s central service management tool.
• Identify business needs, analyze existing operational workflows, reduce manual tasks, and propose automation and integration improvements (AI, RPA, API-based integrations, etc.).
• Conduct research and bring forward ideas related to AI, automation, integrations, RPA, and new technology investments.
• Supervise and mentor a Service Desk Team directly reporting to this role; support their technical and professional growth.
• Provide regular updates and reports to the PMO Manager.
• Participate in e& enterprise audit and operational processes, including email communication and compliance reviews.

Qualifications

• University degree from a reputable university.
• Preferably 5+ years of experience in ITSM, process management, project management, or application administration.
• Strong knowledge of ITSM process design, application governance, and tool evaluation.
• Experience with ITSM tool configuration (ManageEngine experience is a strong plus).
• Fluent in English (required for e& enterprise processes and audit communication).
• Strong analytical thinking and research capabilities with the ability to convert findings into concrete action items.
• Experience managing vendors, consultants, and stakeholders.
• Technical curiosity and competence in automation, AI, integrations, and modern IT solutions.
• Previous team-lead or mentoring experience is a plus.