Increased self-service adoption and automation ROI Define Global Strategy & Governance Establish service desk vision aligned with ITIL best practices and organizational objectives ensuring SLA compliance and MSP adherence.
Define and monitor Experience Level Agreements (XLAs) driving measurable improvements in user sentiment and productivity.
Drive Continuous Service Improvement (CSI) Deliver initiatives based on analytics and feedback with clear completion metrics and impact on service quality.
Lead Automation & Self-Service Adoption Define roadmap and collaborate with engineering teams to achieve ticket deflection targets and automation ROI.
Governance & Vendor Management Conduct MSP compliance reviews and governance meetings ensuring contractual adherence and risk mitigation.
Major Incident Governance Act as escalation point for major incidents coordinating stakeholders to achieve reduced Mean Time to Resolution (MTTR).
8 years in IT Service Management with global governance experience Strong ITIL knowledge Service Strategy Design CSI Proven experience in vendor MSP governance and compliance Familiarity with ITSM platforms e.g. ServiceNow
Excellent stakeholder management and communication skills Experience with XLAs and employee experience frameworks Knowledge of automation and AI-driven service desk technologies Advanced data analytics and reporting skills
Bachelors degree in Information Technology, Computer Science or related field Masters preferred ITIL v3 Certification mandatory ITIL v4 Certification mandatory Additional certifications in Service Management or Governance e.g. COBIT, ISO 20000 desirable
From smartphones and tablets to wearables and automobiles, it’s hard to go more than a few hours without using a semiconductor-enabled device. The semiconductor industry touches nearly every person on the planet, and chipmakers continue to advance the technology that powers it all.
As a trusted partner to the world’s leading semiconductor companies, we welcome challenges and we deliver. That’s why, today, nearly every advanced chip is built with Lam technology.
Our innovative wafer fabrication equipment and services allow chipmakers to build smaller and better performing devices. We combine superior systems engineering, technology leadership, and a strong values-based culture, with an unwavering commitment to our customers.