Head of Service Management

At Lyft, our purpose is to serve and connect. To do this, we start with our own community by creating an open, inclusive, and diverse organization

Root in Lyft’s mission to serve and connect is our deep customer-obsession, driving accountability, and striving for excellence. To accomplish this, we start with our own community creating an open, inclusive, and diverse organization.

We believe that our people are our greatest asset, and the technology that supports them is crucial to our success. As the Head of IT Service Management, you will share in our vision that technology is a catalyst for business transformation. In this role, you'll shape the future of our organization's technological foundation, ensuring that our collaboration systems, infrastructure, and support services not only meet today's needs but anticipate and address tomorrow's challenges. Reporting to the Chief Information Officer, you will lead a team of managers overseeing critical IT services that touch every aspect of our business and team members lives at Lyft. From ensuring seamless end-user support through our helpdesk to maintaining the security and reliability of our infrastructure to finding new and innovative ways to collaborate among our hybrid workforce, your leadership will be crucial in creating an environment where technology enables productivity.

If you are a leader who can see beyond the traditional boundaries of IT service management, has the vision of what could be, who has the ability to cultivate relationships, and a belief in developing the skills and talents of others, then you may be the ideal person for this position.

Responsibilities:

• Develop and execute the strategic vision for IT service management, ensuring alignment with business objectives and industry best practices
• Provide leadership and mentorship to a management team, who operate various services from helpdesk, to infrastructure, to logistics, fostering a culture of innovation, collaboration, and excellence
• Establish and maintain operating procedures, change management, incident management and quality metrics across all IT services, while influencing continuous improvement initiatives and innovation in service delivery
• Develop and manage relationships with stakeholders, external partners, vendors, and consultants ensuring execution alignment and prioritization with the strategic vision.
• Establish key performance indicators (KPIs) and metrics to measure the success and impact of the organization, regularly reporting to executive leadership on service performance and strategic initiatives

Experience:

• Bachelor's degree in Computer Science, Information Technology, or related field
• 8+ years of experience in Information Technologies in a public or large private technology company with a global customer base
• 5+ years people management experience across a global organization, with hands-on experience building diverse teams while promoting an inclusive organization
• Comprehensive understanding of IT service management, enterprise IT infrastructure, collaboration technology, and IT logistics
• Proven track record leading an IT service organization, including experience with budget management, and resource planning
• The ability to lead collaborative teams consisting of multiple disciplines, manage project timelines, resources and budgets, with a keen focus on driving results, all within a fast-paced, dynamic environment.
• Strong analytical and problem-solving skills, with the ability to leverage data and insights to drive decision-making and continuous improvement.
• Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization and influence decision-making.
• Proven ability to build and maintain effective relationships with internal and external partners, vendors, and consultants within the finance and technology industry.

Benefits:

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan to help save for your future
• In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Subsidized commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the San Francisco area is $156,000 - $195,000 Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.