ITSM Applications Team Leader

SabancıDx: the Future is Today! 🚀

Discover SabancıDx!

As SabancıDx, Turkey's leading technology company, we provide our clients with innovative solutions they need in a competitive environment. We address all their cloud technology needs holistically and prepare them for future technological demands with our managed technology services and products developed for digital transformation.

Offering a single point of service for cloud solutions and managed services, we empower businesses with innovative technology solutions that enhance productivity and success. Through our AI-Powered Hybrid Cloud Solution Center, we combine global capabilities with local needs to deliver flexible and reliable solutions for our clients in Turkey and around the world.

Because the Future Is Today! 🌍 Learn more about Our’s strong solutions that shape tomorrow. 👉🏻 https://www.sabancidx.com/en/about-us

About the Role

We are looking for an ITSM Applications Team Leader to join our Technology team 🎯
This role will lead the ITSM platforms function while managing the Monitoring and CMDB teams. The ideal candidate is both a strong technical practitioner and an experienced people leader who can drive service management excellence across the organization.

Responsibilities

Leadership & Team Management

• Lead and manage teams responsible for ITSM applications, Monitoring services, and CMDB operations.
• Provide mentorship, performance management, and capability development for team members.
• Align team objectives with Technology department strategy and ensure high-quality service delivery.

ITSM Platforms Ownership

• Oversee the operation, configuration, maintenance, and lifecycle management of ServiceCore and OpenText Service Manager (ITSM) platforms.
• Ensure platforms are stable, secure, and aligned with best-practice ITSM processes.
• Establish and manage technical communication with ITSM platform vendors; follow up on development needs, roadmap activities, and operational issues.

Process & Service Development

• Analyze business and user requirements across ITSM processes and propose scalable, value-adding solutions.
• Drive continuous improvement initiatives across Incident, Problem, Change, CMDB, and related processes.
• Maintain integrations between ITSM platforms and other enterprise systems.

Operations & Support

• Oversee system performance monitoring, ensure timely issue diagnosis and resolution.
• Coordinate user support, platform onboarding, and training needs.
• Ensure security, backup, compliance, and data protection standards are consistently applied.

Preferred Skills and Experience

• Minimum 5 years of experience working with ITSM platforms (e.g., ServiceCore, OpenText Service Manager, Jira).
• Strong knowledge of ITIL processes (ITIL certification is a plus).
• Familiarity with Monitoring and CMDB technologies is highly preferred.
• Proficiency in SQL and reporting tools.
• Experience with technologies such as JavaScript, XML, SOAP, and REST APIs.
• Demonstrated experience integrating ITSM tools (ServiceNow, BMC Remedy, ServiceManager, Jira, etc.).
• Proven leadership experience (team lead, project lead, or consulting lead) in ITSM or related domains.
• Strong analytical thinking and problem-solving skills.
• Excellent written and verbal communication skills, with a collaborative, team-oriented mindset.

Here in SabancıDx, our journey is to find the best version of ourselves and to create the best future together. 🌱

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