GIS ITSM Operations Manager 1

## The group you\u2019ll be a part of\n\n \n\nThe Global Information Systems Group is dedicated to the success of Lam through providing best-in-class and innovative information system solutions and services. Together, we support users globally with data, information, and systems to achieve their business objectives. \n\n \n\n## The impact you\u2019ll make\n\nThe ITSM Operations Manager leads GIS\u2011wide service operations across Incident, Problem, Change, Request, Configuration, and Release Management. This role owns the CAB, CMDB health and automation, observability signal integration, the enterprise developer portal for GIS platform services, and the SLO/SLA framework with error budgets. Success is measured by accelerated MTTR, improved change success rates, high CMDB accuracy, reduced alert noise, clear SLOs with actionable error budgets, and seamless release coordination\u2014with strong guardrails, automation, and AIOps that scale reliably across all infrastructure and applications.\n\n## What you\u2019ll do\n\nChange \u0026 Release Management\n\n * Manage the Change Advisory Board (CAB): Chair CAB, enforce policy, risk assessment, segregation of duties, and approval workflows.\n * Establish GIS\u2011wide release calendar: Maintain a unified calendar across platforms; coordinate release windows, blackout periods, and dependencies.\n * Automate release notes and org communications: Drive auto\u2011generated release notes, stakeholder notifications, and post\u2011release reporting.\n * Compliance \u0026 audit readiness: Track change success/failure rates, rollback trends, and adherence to policy and regulatory requirements.\n\n\n\nConfiguration Management \u0026 CMDB Automation\n\n * Own CMDB strategy and data model: Define CI classes, relationships, and normalization/enrichment rules aligned to GIS architecture.\n * Automated inventory management: Implement discovery, reconciliation, and lifecycle updates for all infrastructure.\n * Application Portfolio Management (APM) integration: Incorporate APM into CMDB to deliver intelligent impact assessments for change requests and incident impact analysis.\n * Data quality \u0026 completeness: Measure and improve accuracy, coverage, and timeliness of CI records via automated controls.\n\n\n\nIncident, Problem, and Request Excellence\n\n * Design and automate workflows: Standardize and automate Incident, Problem, and Request processes for consistency and speed.\n * MTTR reduction using AIOps: Deploy correlation, noise reduction, anomaly detection, and runbooks to accelerate triage and resolution.\n * Root cause \u0026 trend analysis: Lead problem management to eliminate recurring issues and drive preventative fixes.\n * Self\u2011healing automation: Define and maintain auto\u2011remediation playbooks, guardrails, and approvals for safe execution.\n\n\n\nObservability, SLOs \u0026 Error Budgets\n\n * Integrate observability platforms with ITSM: Correlate alerts, enrich tickets with telemetry and topology, and route to the right resolver groups.\n * Define SLOs/SLIs \u0026 error budgets: Partner with SRE/platform teams to set service\u2011level objectives.\n * Operationalize error budgets: Implement policies for budget consumption, burn\u2011rate alerts, and automated actions when thresholds are crossed.\n * Alert hygiene \u0026 event management: Suppression, deduplication, dynamic thresholds; health models, business service mapping, and SLO\u2011based alerting to improve prioritization and impact assessment.\n * Reliability/velocity balance: Use error budgets to make data\u2011driven decisions that balance feature delivery speed with service reliability.\n\n\n\nAnalytics \u0026 Operational Insights\n\n * Operational metrics \u0026 dashboards: Create actionable analytics across Incident, Change, Request, Problem, Release, and CMDB health.\n * SLO \u0026 error\u2011budget reporting: Publish service SLO compliance, error\u2011budget burn rate, budget exhaustion events, and their correlation with releases/changes and incidents.\n * Executive reporting: Provide weekly/monthly scorecards, trend analyses, and recommendations to leadership and CAB.\n * Data\u2011driven improvements: Use quantitative insights to prioritize automation, address bottlenecks, and improve service levels.\n\n\n\nDeveloper Portal Ownership \n\n * Define portal strategy \u0026 taxonomy: Publish self\u2011service catalogs, API documentation, SLAs/SLOs, error\u2011budget policies, standards, and onboarding guides.\n * Automate self\u2011service: Enable automated provisioning, change submissions, runbook execution, and status/SLO visibility for developers.\n * Governance \u0026 lifecycle: Keep content current; measure adoption, satisfaction, and request deflection.\n\n\n\n## Who we\u2019re looking for\n\n * ITSM Expertise: Deep experience with Incident, Problem, Change, Request, CMDB, CAB, and Release Management in enterprise environments.\n * SLOs \u0026 Error Budgets: Practical experience defining SLIs/SLOs, setting error budgets, and integrating them into operational decision\u2011making (change gating, incident priority, post\u2011mortems).\n * Automation \u0026 AIOps: Runbooks, orchestration, correlation, noise reduction, and auto\u2011remediation.\n * Observability: Hands\u2011on with metrics, logs, traces; integrating tools (e.g., Datadog, Dynatrace, New Relic, Splunk, Azure Monitor, Prometheus/Grafana) into ITSM.\n * CMDB \u0026 Discovery: CI modeling, discovery sources, reconciliation, normalization, data lineage, and service mapping.\n * Analytics: Dashboards, SQL/BI, trend analysis, KPI design; translating data into executive narratives.\n * Process Design \u0026 Governance: Lean/ITIL process modeling, policy creation, audit/compliance, and change risk management.\n * Stakeholder Management: Communication, negotiation (CAB), cross\u2011functional alignment, and vendor partnership management.\n * Security \u0026 Compliance Awareness: Least privilege, change controls, audit trails, and operational risk management.\n\n\n\n## Preferred qualifications\n\n * Bachelor\u2019s degree in Information Systems, Computer Science, Engineering, or related field; Master\u2019s preferred.\n * 7\u201310+ years in IT Operations/ITSM; 3\u20135+ years leading ITSM functions in large enterprises.\n * Certifications: ITIL 4 (Managing Professional preferred); plus one or more of: ServiceNow/ITSM, Azure/AWS/GCP, DevOps (e.g., DASA/SAFe), Observability vendor certs, SRE\u2011oriented credentials.\n * Demonstrated delivery of automation/AIOps initiatives, CMDB transformations, and SLO/error\u2011budget frameworks at scale.\n\n\n\n## Our commitment\n\n \n\nWe believe it is important for every person to feel valued, included, and empowered to achieve their full potential. By bringing unique individuals and viewpoints together, we achieve extraordinary results.\n\nLam Research (\"Lam\" or the \"Company\") is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies, practices and procedures on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other category protected by applicable federal, state, or local laws. It is the Company\u0027s intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.\n\nLam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories \u2013 On-site Flex and Virtual Flex. \u2018On-site Flex\u2019 you\u2019ll work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. \u2018Virtual Flex\u2019 you\u2019ll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.\n\nOur Perks and Benefits\n\n \n \nAt Lam, our people make amazing things possible. That\u2019s why we invest in you throughout the phases of your life with a comprehensive set of outstanding benefits. \n