IT Service Management Lead - 1080

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.

• Background in coaching, mentoring, or guiding IT teams on service management practices, process adoption, and quality standards.

• Strong ServiceNow experience, including ITSM workflows, reporting, dashboards, knowledge management, CMDB, and process improvement.

• Experience building meaningful IT metrics, SLA and KPI reporting, service reviews, and leadership-level performance updates.

• Experience improving service maturity in a growing or changing organization, including standardizing processes without adding unnecessary administration.

• Strong written and verbal communication skills, with the ability to translate operational detail into clear stakeholder updates and leadership insight.

• Experience working with Agile, Kanban, Lean, or continual improvement methods in an IT operational environment.

• Experience partnering across IT, InfoSec, Engineering, Enterprise Applications, vendors, and business stakeholders to improve service outcomes

Additional information

Quantinuum is a leading quantum computing company delivering a full stack platform designed to make quantum computing deployable in real-world environments. With active engagements spanning pharmaceuticals, material science, financial services, government, industrial sectors, and leading academic and research institutions worldwide, we are helping organizations unlock the transformative potential of quantum computing. Our global team of more than 800 employees includes many of the world's leading scientists, engineers, and researchers, with more than 70% of our technology team holding advanced degrees at the Master's or PhD level. Headquartered in Broomfield, Colorado, Quantinuum operates across the United States, United Kingdom, Germany, Japan, and Singapore. By joining Quantinuum, you’ll help shape the future of quantum computing, pushing the limits of technology, and making the impossible possible. What’s in it for you? We believe our people are our greatest strength and offer a comprehensive rewards package that supports your professional growth, well-being, and long-term success. Competitive compensation and the opportunity to work on groundbreaking technology Flexible work arrangements that support work-life balance Employer-subsidized medical, dental, and vision insurance 401(k) retirement savings plan with company match and student loan repayment benefit Equity opportunities Generous paid time off, sick leave, and 12 paid holidays annually Paid parental leave Employee discount programs Equal Opportunity Employer Quantinuum is proud to be an equal opportunity employer. We are committed to building an inclusive workplace where all employees and applicants are treated with respect and provided equal opportunities regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, ancestry, marital status, or any other characteristic protected by applicable law. Know Your Rights: Workplace discrimination is illegal. For more information about Quantinuum, please visit our website. We are committed to making our recruitment process accessible to all. If you require any reasonable adjustments at any stage of the application or interview process, please let us know use the Lets talk contact form. Applications will be accepted on an ongoing basis, there is no application deadline for this position.