IT Service Management Specialist (Lead)

Accountability/Scope:Lead and manage a team of production members to achieve business objectives.Collaborate with CSAM and other stakeholders to ensure team performance and stability.Assess business impact and provide leadership during incidents and escalations.Facilitate sync calls and meetings with key stakeholders to drive resolution and progress.Ensure timely and accurate communication with clients and internal teams.Make informed decisions within the scope of leadership and escalate issues when necessary.People/Knowledge:Lead small teams (PODs) and provide guidance and support to team members.Share knowledge and best practices with colleagues to enhance team performance.Continuously update and apply leadership skills to improve business processes.Job Summary:Lead end-to-end reactive support and ensure healthy case progression.Align with customer accounts and CSAMs to handle escalations and provide leadership.Own case reporting, trend analysis, and customer communications.Facilitate sync calls and meetings to share updates and drive actions.Develop and maintain strong relationships with customer stakeholders.Key Responsibilities:Collaborate with internal and external stakeholders to provide leadership and support.Develop relationships with customer stakeholders and gather account intelligence.Conduct regular reviews of reactive cases and provide leadership and guidance.Partner with CSAM on high-risk escalations and provide leadership support.Ensure situational awareness and proactive risk mitigation.Perform administrative tasks related to team management and reporting.Required:5+ years of experience in a leadership role.5-8 years of experience in supporting enterprise technologies or equivalent such as Azure, Cloud, 365 etcBachelor's degree in a relevant field (Business, Technology, etc.).Additional experience in client facing and management within operation is highly preferred.Strong communication and organizational skills.Preferred:Understanding of reactive case lifecycle and troubleshooting methodologyTrack record in successfully coordinating activities that involve cross-team of internal/external contactsITIL Foundation™ certified (or equivalent).