IT Service Center Lead

The POD Lead is responsible for leading a business-aligned Product-Oriented Delivery (POD) IT team within the future LIFT Model. This role owns end-to-end service outcomes for an assigned domain, workstream, or experience area, ensuring work is executed consistently across the service lifecycle, knowledge is maintained, recurring demand is reduced, and employee experience improves over time.

The POD Lead coordinates resources across global delivery center (GDC) locations, reinforces standardized intake and routing practices, and partners with technical, business, and service management stakeholders to shift the organization from ticket-based support to outcome-based service ownership. During the transition, this role helps stabilize current operations, coaches teams toward new ways of working, and prepares processes, metrics, and knowledge practices for effective POD execution.

Outcome Ownership & Business Impact

• Own end-to-end service outcomes for the POD’s assigned domain, service area, business segment, or experience portfolio, using SLAs, XLAs, backlog health, MTTR, first-contact resolution, CSAT, and experience signals to monitor performance and drive improvement.
• Identify recurring issues, demand patterns, process gaps, and employee experience friction, translating operational data, service trends, DEX data, and feedback into corrective actions that improve reliability and reduce avoidable work.

Operational Leadership & Global Delivery

• Lead daily execution of the POD, ensuring consistent delivery across global intake, routing, triage, resolution, escalation, and closure practices while driving adherence to ITSM standards.
• Coordinate POD capacity across GDC locations, balancing workload, availability, skill mix, queue health, and service priorities.
• Support transition to the LIFT Model by helping teams adopt global standards, POD ownership behaviors, and outcome-based measures while maintaining operational stability.

Cross-Functional Influence & Service Optimization

• Partner with ServiceNow, DEX, infrastructure, endpoint, application, security, and business stakeholders to improve end-to-end service outcomes.
• Improve service efficiency by reducing unnecessary handoffs, strengthening diagnostics and documentation, and expanding first-contact and first-owner resolution.
• Identify and support automation, self-service, Virtual Agent, workflow improvement, and demand-reduction opportunities through standardization of repeatable work.

Knowledge Management & Continuous Improvement Enablement

• Maintain POD knowledge discipline by ensuring articles, troubleshooting guides, routing logic, known-error records, and resolution patterns are current, usable, and automation-ready.

Leadership, Coaching & Organizational Insight

• Provide functional leadership, coaching, and performance feedback while reinforcing accountability, professionalism, service quality, and continuous improvement.
• Deliver reporting, risk visibility, and actionable insights on POD performance, staffing needs, service quality, and improvement opportunities.
• Other duties as assigned.