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Team Overview
The IT Service Management Lead is responsible for driving the governance, performance, and continuous evolution of Incident, Problem, Change, and Service Transition Management processes. This role ensures the stability, availability, and resilience of technology services that support critical business operations while promoting a proactive, data-driven approach to service excellence. The position also leads the responsible adoption of automation, analytics, and artificial intelligence capabilities to enhance operational efficiency, service quality, and risk prevention.Working closely with Technology, Operations, Information Security, Solutions, Commercial teams, and external vendors, the role coordinates the resolution of critical incidents, oversees the successful implementation of changes, and ensures the seamless transition of new services into production. Success in this position is measured through service reliability, customer satisfaction, operational risk reduction, continuous improvement outcomes, service-level achievement, and the advancement of automation and AI initiatives that deliver measurable business value. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.
Role Overview And Core Responsibilities
- Professional with a degree in Systems Engineering, Industrial Engineering, Telecommunications, Business Administration, or a related field.
- At least 5 years of experience in IT service management, technology operations, business support, or equivalent roles, including team leadership.
- Proven experience in critical incident management, root cause analysis, change management, and service transition.
- Knowledge of and ability to apply service management and IT governance frameworks, including ITIL, risk management, business continuity, and a current ITIL certification.
- Experience with ITSM tools, such as ServiceNow, Jira Service Management, Remedy, or similar platforms.
- Knowledge of automation, analytics, and artificial intelligence applied to IT operations, including the identification and structuring of use cases and opportunities for improvement.
- Experience managing metrics, vendors, and service level agreements (SLAs), including monitoring availability, recovery, impact, user experience, and improvement plans.
- Outstanding professional competencies, including leadership, strategic thinking, results orientation, analytical skills, decision-making under pressure, stakeholder management, negotiation, executive communication, change management, customer focus, and collaborative work.
#LI-Hybrid #LI-SO1
Required Knowledge And Experiences
- Lead IT service management, including Incident, Problem, Change, and Service Transition processes, ensuring they align with organizational policies and standards.
- Direct the response to critical incidents, coordinating multidisciplinary teams to ensure timely service recovery, impact mitigation, and effective communication with stakeholders.
- Manage root cause analysis and the improvement of operational stability, defining action plans that reduce the recurrence of incidents and strengthen service continuity.
- Govern the change and transition management process, ensuring the assessment of risks, impacts, dependencies, implementation plans, and compliance with operational readiness criteria prior to going live.
- Monitor and optimize service performance by defining and tracking metrics, service levels, risks, trends, and opportunities for improvement.
- Drive continuous improvement, automation, and innovation, including the development of analytical capabilities and use cases for artificial intelligence applied to service management.
- Ensure compliance, governance, and knowledge management by maintaining documentation, traceability, controls, audit readiness, and the updating of procedures and best practices.
- Manage relationships with stakeholders, vendors, and work teams, promoting
TransUnion Overview:
At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.
Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.
TransUnion Job Title
Manager I, IT Support
Skills Required
- Bachelor's degree in Information Technology, Business, Engineering, or a related field
- Five or more years of professional experience in technology management, IT operations, or IT service management
- Five or more years managing people and leading an IT client support team
- Experience leading IT service processes or cross-functional technology initiatives
- Hands-on experience with incident, problem, change, and service transition management
- Knowledge of service-level monitoring, operational indicators, and IT governance mechanisms
- Experience coordinating technology, information security, business stakeholders, and external vendors
- Knowledge of technology risk management and root cause analysis
- Experience implementing IT process standardization, optimization, or automation initiatives
- Experience with ITSM platforms such as ServiceNow or BMC
- Experience supporting omnichannel interactions including voice, chat, self-service, and email
- Strong troubleshooting skills for network and database problems
- Experience troubleshooting application server architectures using Linux, Tomcat, and Java
- Understanding of server sessions and communications protocols
- Experience administering LDAP architectures
- Experience leading crisis rooms
- ITIL Foundations Certification
- Bilingual Spanish and English written and verbal communication skills
- Willingness to work in and manage a 24x7x365 team
- Additional ITIL certifications
- HDI certification
What the Team is Saying
TransUnion Compensation & Benefits Highlights
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Healthcare Strength — The package includes day-one medical coverage with multiple plan options, HSA/FSA, dental, vision, disability resources, and robust mental-health support (therapy, coaching, EAP).
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Parental & Family Support — Offerings include 12 weeks of paid parental leave with a gradual return, adoption and caregiver assistance, dependent-care FSA, Care@Work, and recognition for inclusive family benefits such as subsidized childcare and fertility reimbursement.
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Leave & Time Off Breadth — Flexible time off, 10 paid holidays, two global wellness days, and paid volunteer time indicate a broad time-off program.
TransUnion Insights
What We Do
TransUnion is a global information and insights company that makes trust possible by ensuring that each consumer is reliably and safely represented in the marketplace. We do this by having an accurate and comprehensive picture of each person. This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world. Because of our work, organizations can better understand consumers in order to make more informed decisions, and earn their trust through great, personalized experiences, and the proactive extension of the right opportunities, tools and offers. In turn, consumers can be confident that their data identities will result in the opportunities they deserve. We make trust possible, so businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®—it’s our purpose, and what drives us every day.
Why Work With Us
Our culture is welcoming, energetic and innovative. There’s an overall synergy that flows throughout TransUnion, creating a sense of unity in knowing that we’re all working to achieve the same overall goal. We’re dedicated to providing opportunities for our people to get involved and stay connected with their colleagues across the globe.
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TransUnion Teams
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
