IT Service Management Lead - 1080

IT Service Management Lead - 1080

We are seeking an IT Service Management Lead in our Broomfield, CO, location.

The IT Service Management Lead is a senior role responsible for strengthening how IT services are governed, measured, communicated, and continuously improved across Quantinuum. This role takes a forward position in major incident management, change management, problem management, transition, and release management, ensuring these practices are consistent, visible, and aligned to business impact. The role owns the knowledge repository, drives CMDB quality and service data integrity in ServiceNow, and leads clear communication during high-impact service events and planned change. Working closely with IT, InfoSec, Engineering, Enterprise Applications, and business stakeholders, the IT Service Management Lead uses metrics, KPIs, SLAs, and trend insight to improve service performance, reduce recurring issues, and mature overall service management capability across the organization. Working within the service strategy and priorities set by IT leadership, this role will translate strategic direction into consistent service management practices, measurable improvements and stronger operational outcomes across IT.

Quantinuum believes that employees work better, more efficiently and more collaboratively in close proximity to other employees, where ideas can be exchanged readily, and decisions can be made more quickly for the benefit of the Company and our customers. All employees should work at their assigned location; however, this role may offer the opportunity to work remotely up to 2 days per week, with approvals

Key Responsibilities:

• Lead the operational practice for major incident management, coordinating clear response, stakeholder communication, service restoration updates, and post-incident reviews for high-impact events.
• Own and continually improve change management practices, ensuring changes are properly assessed, communicated, approved, scheduled, and reviewed in line with risk and business impact.
• Drive problem management by identifying recurring issues, coordinating root cause analysis, tracking corrective actions, and reducing repeat incidents across IT services.
• Support transition and release management by helping new or changed services move into live operation with clear support models, knowledge, ownership, communications, and readiness criteria.
• Own the IT knowledge repository, setting standards for knowledge quality, lifecycle review, article ownership, and effective reuse across support and service delivery teams.
• Take ownership of CMDB quality and maturity in ServiceNow, improving data completeness, configuration item relationships, ownership, and the reliability of service reporting.
• Develop and maintain service management processes, SOPs, runbooks, and governance routines that improve consistency, auditability, and scalability across IT operations.
• Oversee IT service metrics, dashboards, KPIs, and SLAs, turning performance data into clear insight, recommendations, and improvement actions for IT leadership.
• Own service communications for major incidents, planned maintenance, releases, service transition activities, and recurring service performance updates.
• Partner with IT teams and business stakeholders to identify service risks, operational bottlenecks, and opportunities to improve user experience, resilience, and service quality.
• Champion practical adoption of ITIL and ServiceNow best practices, helping teams apply service management principles in a way that is simple, measurable, and useful.

MUST HAVE:

• Bachelor's Degree minimum
• 8+ years of progressive experience in IT service management or IT service delivery roles, with ownership of ITIL-aligned practices in an enterprise environment.
• ITIL certification
• Due to Contractual requirements, must be a U.S. Person defined as, U.S. citizen permanent resident or green card holder, workers granted asylum or refugee status
• Due to national security requirements imposed by the U.S. Government, candidates for this position must not be a People's Republic of China national or Russian national unless the candidate is also a U.S. citizen.

WE VALUE:

• Master's degree in Information Technology, Computer Science, or a related equivalent field.
• ITIL certification, preferably ITIL 4 Foundation or higher, with proven practical application across incident, change, problem, knowledge, transition, and release management.
• ServiceNow certification, preferably ServiceNow Certified System Administrator, with practical experience using ServiceNow for ITSM processes, reporting, knowledge, and CMDB management.
• Deep understanding of ITIL principles and their practical application across incident, change, problem, knowledge, transition, and release management.

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