Lead Enterprise Software Engineer

Wolters Kluwer is seeking an experienced and highly motivated Lead ITSM Engineer – Operations & Governance to join our IT Service Management Office (ITSMO). This is an exciting opportunity for an individual with deep, hands-on experience governing IT Service Management at enterprise scale to take ownership of how our ITSM operating model works in practice, and to make a meaningful impact within a forward-thinking organization. As a Lead ITSM Engineer, you will play a crucial role in leading the day-to-day operation and governance of the full set of ITSM practices — Change Enablement, Incident Management, Service Request Management, Problem Management, Service Level Management and Availability Management — ensuring that the processes defined by our Outcome Owners are consistently executed, measured, controlled and genuinely embedded within our technology teams. In this role, you will be responsible for working closely with a broad set of stakeholders, including Outcome Owners, Service Delivery and IT Operations teams, DevSecOps, Cloud Operations, Security, Compliance, vendors and senior leadership. You will act as the primary operational interface between the Outcome Owners who define our capabilities and the teams who execute them every day. Your primary focus will be on running the governance forums, control framework, performance reporting and assurance activities that give leadership confidence that our services are being managed effectively across every practice, not just during disruption. You will be involved in a wide range of activities, including change governance and CAB or ECAB operation, request fulfilment performance and catalogue governance, incident and problem governance, SLA and SLO reporting, ITSM tooling and workflow operation, and the engineering of automation and AI-enabled workflows that reduce manual effort and process variation. Your command of ITIL, the IT4IT reference architecture and modern service reliability practice will be critical as you coordinate process execution across technology teams and translate operational data into decisions leadership can act on. As a Lead ITSM Engineer, you will be expected to drive accountability across teams that do not report to you, challenge constructively where standards are not being met, and build consensus on how practices should operate. You will own the ITSM improvement portfolio end to end and lead complex initiatives from concept through implementation and measurement. Your ability to communicate process performance, control effectiveness and service risk in clear business terms will be essential. Importantly, this role governs how capabilities are operated, measured and assured; it does not own their definition or strategic direction, which remains with the relevant Outcome Owner. Success in this position means making that boundary work in practice and feeding systemic process weaknesses back to Outcome Owners in a structured, evidence-based way.