IT Service Management Lead

Information Technology San Francisco, California San Jose, California


That's a cool job - I want it

Ready to shake things up? Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and strive to provide the best experience for our customers. At Splunk, we're committed to our work, customers, having fun, and most meaningfully to each other's success.

Splunk currently seeks an IT Service Management Lead to focus on the construction of key business and technology processes in the areas of: Incident Management, Problem Management, Change Management, Configuration Management, Capacity Management and Release Management.

As Lead you will work closely with all ITSM specialists and analysts to deliver on the core principles of ITSM service management. You will collaborate with architects and engineers from other disciplines to deliver the best comprehensive operations for the enterprise. You'll also direct the resolution of complex technical problems to ensure the success of IT operations. All duties will be in accordance with ITIL and ITSM standard methodologies and procedures.

Responsibilities: I want to and can do that

  • Develop the vision, strategy, and leadership plan for service management and systems availability.
  • Deliver world-class 24x7x365 systems availability and performance through effective Incident Management processes, executive communications, and return-to-service activities.
  • Direct and implement processes involving changes and enhancements, ensuring controls and approvals are adhered to per defined policies and standards. Direct change scheduling to ensure minimum possible impact to Splunk IT operations and members.
  • Define and direct the technical processes for Problem Management/Resolution for all system problems. Resolve and report on root cause for all problem events.
  • On an active basis, monitor and direct vendor service delivery per stated Service Level Agreements. Act as point of contact to suppliers during problem management, system upgrades and other mandated events. Perform all internal critical issues and executive communications regarding system issues and service delays.
  • Direct reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events.
  • Define and establish all processes and controls for technology procurement and asset management, including financial management, tagging, discovery, and lifecycle management.
  • Maintain governance and project management structures to ensure appropriate allocation of resources, alignment with organization objectives, delivery within budgets, and realization of expected benefits.
  • Establish and report monthly on effective, actionable metrics for all IT Service Management processes.

Qualifications: I've already done that or have that

  • Four year college degree in Information Systems, Business, Computer Science or equivalent work experience.
  • Minimum of twelve (12) years of IT service operations experience with at least five (5) years leading ITIL / IT Service Management teams or initiatives.
  • ITIL v3 Foundation certified.
  • Strong financial acumen and experience managing multi-functional, sourced, or matrixed teams, including third-party service providers.

Splunk has been named one of San Francisco Bay Area's "Best Places to Work" by The San Francisco Business Times, ten years in a row. We offer a highly competitive compensation package and a plethora of benefits.

Splunk is proud to be an equal opportunity workplace and is an affirmative action employer. We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records. 

Thank you for your interest in Splunk!