· 10+ years’ experience in Service Management or Application Service Ownership within enterprise or multi-vendor environments.
· Proven experience leading discovery and transition phases for large-scale service transformations.
· Strong understanding of ITIL principles, alongside modern DevOps and SRE practices.
· Demonstrated success defining SLAs, KPIs, and measurable performance frameworks.
· Excellent stakeholder engagement and communication skills — able to balance structure with flexibility in fast-paced environments.
· Experience working with engineering and operations teams to design service models that scale.