Job Overview:
Arm IT is building a next-generation Service Management capability that combines ITIL v4 framework, SRE methodology, and AI-enabled automation to enable engineering velocity with enterprise reliability.
As Service Management Lead, you will be responsible for the strategic direction, performance, and evolution of IT Services as well as define and lead Arm’s federated service operating model. You will establish the guardrails that enable Enterprise IT teams to adapt quickly while remaining accountable for reliability, operational risk, availability, and service performance.
Not a traditional ITSM role, this is a leadership role at the centre of resilience, velocity, and trust. You will architect how service reliability is measured, governed, and continuously improved across a global engineering organisation operating at the forefront of technology!
Responsibilities:
- Design and lead a federated Service Management framework aligned to ITIL v4 and SRE principles.
- Lead the transformation from process-centric ITSM to automation-first Service Governance
- Define and measure service health using modern metrics and XLAs while being able to embed accountability for SLAs, SLOs, SLIs, error budgets, availability, PIRs, and ticket ownership.
- Establish guardrails that protect service integrity without slowing delivery.
- Drive continuous improvement and maturity uplift across the service lifecycle
- Build and mentor an elite SMO capability
- Define global service reliability standards and error budget governance.
- Align operational risk posture across Enterprise IT, assuring systemic risk and recurring failure patterns are identified and reduced.
- Redefine and Govern: Incident and Major Incident; Problem Management & Systemc Improvement; Change, Release & Assurance; Service Design & Transition; Configuration & Asset Integrity and AI & Service Intelligence
Required Skills and Experience:
- Significant experience leading Service Management or SMO transformation in global technology environments.
- Solid understanding of SRE principles.
- Deep ITIL v4 expertise across Incident, Problem, Change, Service Design, Transition, and Release
- Demonstrated ability embedding governance into high-velocity engineering environments and ways of working
- Experience leading operational risk and service resilience
- Strong executive presence and decision authority with demonstrated ability to influence globally without direct authority.
- Experience integrating automation and AI into IT operations
- Experience with ServiceNow or enterprise ITSM platforms
- Experience integrating governance into DevOps and engineering-led environments.
“Nice To Have” Skills and Experience:
- ITIL v4 Managing Professional or Strategic Leader certification.
- Experience implementing AIOps or observability platforms.
- Experience redefining legacy ITSM functions into Service health based ones.
- Knowledge of SaaS and PaaS based services and applications
- Experience in ServiceNow
- Background in semiconductor, SaaS, or global engineering organisations!
In Return:
With Arm’s growth trajectory, you’ll have clear opportunities to develop your career, take on new challenges, and make a real impact on our continued success
#LI-JW1
Accommodations at Arm
At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email accommodations@arm.com. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation or adjustment requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud, or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.
Hybrid Working at Arm
Arm’s approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.
Equal Opportunities at Arm
Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.