Join a dynamic service governance team supporting enterprise-level operations, where you’ll help shape how services are defined, measured, and continually improved. This onsite role in Chicago offers the opportunity to partner across business, technology, operations, and vendors to strengthen service performance, readiness, and visibility.

Responsibilities

• Own and maintain the service portfolio and service catalog, including service definitions, ownership, dependencies, support models, and lifecycle status.
• Establish governance standards for service offerings, approval workflows, and recurring portfolio reviews.
• Support service onboarding, transition planning, readiness checks, change coordination, and retirement activities.
• Keep portfolio records current, accurate, and ready for decision-making.
• Define and manage SLA and KPI frameworks for in-scope services.
• Facilitate service reviews and monthly business reviews, highlighting trends, risks, issues, and improvement actions.
• Drive continual service improvement efforts using service data, stakeholder feedback, and operational insights.
• Promote knowledge management standards, including article ownership, review cycles, publication, maintenance, and retirement.
• Ensure support readiness documentation and operating procedures are in place before launch or major service changes.
• Partner with stakeholders to translate business needs into clear, measurable service outcomes.
• Support financial visibility through cost transparency, consumption views, and chargeback or showback structures where applicable.
• Coordinate vendor governance activities, including operational reviews, commitments, escalations, and corrective actions.
• Prepare executive-ready reporting on portfolio health, service performance, risks, financials, and improvement priorities.

Skills

• Experience in IT Service Management, service portfolio management, service catalog management, or service governance.
• Working knowledge of ITIL practices and service lifecycle governance.
• Hands-on experience with ServiceNow Service Catalog or a similar enterprise service management platform.
• Background defining and tracking SLAs, KPIs, service reviews, and continual improvement plans.
• Experience supporting knowledge management governance and service readiness activities.
• Strong communication skills with the ability to create clear executive summaries and reports.
• Ability to facilitate discussions and collaborate across business, technology, operations, finance, and supplier teams.
• Skill in turning complex operational information into practical actions and decisions.
• Organized, detail-oriented approach with a focus on service quality and accountability.

Preferred Skills

• Additional experience in service onboarding and lifecycle control frameworks.
• Exposure to vendor management and operational excellence initiatives.
• Familiarity with continual service improvement programs and backlog management.
• Experience building dashboards or recurring reporting materials for leadership audiences.
• Understanding of financial management concepts such as consumption reporting or service cost transparency.

Horizontal Talent is committed to fostering an inclusive workplace where diverse perspectives are valued, respected, and encouraged. We welcome candidates from all backgrounds and are dedicated to creating an equitable hiring experience for everyone.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.