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Salary: USD 109,000 - 140,175 / annual
Vuori, an athletic apparel company, is seeking an experienced IT Service Management Lead to mature and scale ITSM practices across the organization. This role serves as the ITIL subject matter expert and will lead the adoption, governance, performance monitoring, and continual improvement of service management practices company-wide.
Key responsibilities include:
• Drive adoption of Vuori's IT Service Management program across Technology teams through stakeholder engagement, process education, and cross-functional collaboration to ensure consistent execution and operational excellence.
• Establish ITIL-aligned governance, standards, metrics, process documentation, and a continual improvement roadmap.
• Own Incident and Major Incident Management, improving service restoration, stakeholder coordination, post-incident reviews, and operational reporting.
• Lead Problem Management by facilitating root cause analysis, managing corrective actions and known errors, and reducing recurring service disruptions.
• Govern Change Management, including CAB activities, risk assessment, process compliance, change performance, and improvements to change success rates.
• Manage Request Management and service catalog governance, partnering with technology teams to standardize, streamline, and automate fulfillment workflows.
• Own Service Level Management by defining and reporting on SLAs, OLAs, KPIs, and service performance, and partnering with service owners on improvement plans.
• Develop Knowledge Management practices that improve documentation quality, self-service adoption, and support team effectiveness.
• Serve as the business process owner for Jira Service Management, defining requirements for workflows, automation, reporting, controls, and platform enhancements while maintaining audit-ready ITSM processes.
You will collaborate with technology teams to build scalable processes, improve service quality, and strengthen employee experience through practical, data-driven service management.
REQUIREMENTS:
• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent years of experience preferred.
• 5+ years of experience in IT Service Management, IT Operations, Service Delivery, or a related discipline, including direct ownership of ITIL-based practices.
• ITIL Foundation certification; advanced ITIL certification such as Managing Professional or Practice Manager is preferred.
• Demonstrated experience leading Incident, Problem, Change Enablement, Request, Service Level, and Knowledge Management practices.
• Experience with Jira Service Management, ServiceNow, or a comparable enterprise ITSM platform, including workflow and reporting optimization.
• Strong ability to develop and interpret SLAs, KPIs, dashboards, and operational performance trends to drive measurable improvements.
• Proven success influencing cross-functional teams, facilitating governance forums, and driving adoption without relying on direct authority.
• Excellent written and verbal communication, organizational, analytical, and stakeholder management skills.
• Experience supporting retail, ecommerce, corporate, or distribution technology environments is preferred.
