Careers

Lam Research

Hybrid Actively hiring
US Posted 95 days ago $92,000–$211,000 / year
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At a glance

AI generated

TL;DR

As the Global Service Desk Governance & Digital Experience Lead, you will join a dynamic IT team to enhance employee support globally by ensuring SLA compliance, driving digital experience excellence, and fostering automation. Your daily tasks include defining global strategies aligned with ITIL best practices, monitoring user sentiment through XLAs, leading continuous service improvement initiatives based on analytics, and collaborating with engineering teams to increase self-service adoption. You will also manage vendor governance and act as an escalation point for major incidents, ensuring risk mitigation and reduced MTTR. The ideal candidate has over 8 years of IT Service Management experience, strong ITIL knowledge, and familiarity with ITSM platforms like ServiceNow, along with excellent stakeholder management skills. Experience in automation technologies and data analytics is preferred.

Skills

ServiceNow ITIL CI/CD Kubernetes Docker Terraform AWS Azure GoogleCloud Python SQL PostgreSQL Prometheus Grafana Ansible Jenkins Git GitHub Confluence Jira Tableau PowerBI

What you'll do

  • Define and implement global service desk strategy aligned with ITIL best practices.
  • Own the digital employee experience by defining and monitoring Experience Level Agreements (XLAs).
  • Drive continuous improvement initiatives based on analytics to enhance service quality.
  • Lead automation efforts and increase self-service adoption to achieve ticket deflection targets.
  • Conduct regular MSP compliance reviews and governance meetings to ensure adherence.
  • Serve as escalation point for major incidents, coordinating stakeholders to reduce MTTR.

What we're looking for

  • 8+ years of experience in global IT Service Management with governance expertise.
  • Strong knowledge of ITIL best practices including Service Strategy, Design, and CSI.
  • Proven track record in vendor/MSP governance and compliance management.
  • Experience defining and monitoring XLAs to improve digital employee experiences.
  • Familiarity with ITSM platforms like ServiceNow and advanced data analytics tools.
  • Excellent stakeholder management and communication skills for strategic alignment.

Market check

Salary context

This $92,000–$211,000 range sits above 21% of similar postings on FindRole.

Peer median band

$139,900–$225,100

Median floor and ceiling across peers.

Typical midpoint (25–75%)

$157,000–$218,600

Middle half of comparable postings.

Based on 239 comparable postings.

* 240 is the maximum number of comparable postings sampled.

Employer

About Lam Research

Lam Research Corporation is a leading American supplier of wafer-fabrication equipment and services to the global semiconductor industry.

Lam Research currently has 238 open roles on FindRole.

Listed pay typically runs $114,000–$231,000 across 116 roles with salary data.

Most-posted roles

View all roles at Lam Research

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