IT Service Management Lead

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Global Recruitment Specialist @Humanoid.ai

Humanoid is the first AI and robotics company in the UK, creating the world’s most advanced, reliable, commercially scalable, and safe humanoid robots. Our first humanoid robot HMND 01 is a next-gen labour automation unit, providing highly efficient services across various use cases, starting with industrial applications.

At Humanoid we strive to create the world’s leading, commercially scalable, safe, and advanced humanoid robots that seamlessly integrate into daily life and amplify human capacity.

Vision

In a world where artificial intelligence opens up new horizons, our faith in its potential unveils a new outlook where, together, humans and machines build a new future filled with knowledge, inspiration, and incredible discoveries. The development of a functional humanoid robot underpins an era of abundance and well-being where poverty will disappear, and people will be able to choose what they want to do. We believe that providing a universal basic income will eventually be a true evolution of our civilization.

Solution

As the demands on our built environment rise, labour shortages loom. With the world’s workforce increasingly moving away from undesirable tasks, the manufacturing, construction, and logistics industries critical to our daily lives are left exposed. By deploying our general-purpose humanoid robots in environments deemed hazardous or monotonous, we envision a future where human well-being is safeguarded while closing the gaps in critical global labour needs.

About the Role

As ITSM Lead, you will establish Humanoid’s IT service management framework and build the processes, tools, and culture that ensure a seamless technology experience for every user. This is a hands-on role in the early stages, directly managing onboarding, incidents, and requests, while also designing the ITSM model that scales with the company’s rapid growth.

Working closely with the IT Ops Lead and the Cyber Security Lead, you will ensure service delivery is reliable, user-focused, and compliant. Over time, you will grow a service desk team and extend service processes to meet global demand.

What You’ll Do

• Service Desk Management: Deliver L1/L2 support and user onboarding/offboarding; act as first point of escalation.
• ITSM Tooling: Own Jira Service Management (or equivalent), building workflows, automation, and integrations.
• Process Ownership: Define and maintain incident, problem, change, request, and knowledge management processes.
• Vendor/SLA Tracking: Monitor vendor SLAs, manage escalations, and report performance.
• Knowledge Base: Develop and maintain internal documentation, policies, and self-service resources.
• Metrics & Reporting: Track and report on key service metrics (ticket volumes, resolution times, user satisfaction).
• Collaboration: Work with IT Ops Lead to ensure infra/platform issues are resolved efficiently; partner with Cyber Security Lead to embed security into service workflows.
• Strong experience in IT service management, service desk leadership, or related roles.
• Hands-on expertise with ITSM platforms (Jira Service Management, ServiceNow, Zendesk, or similar).
• Ability to define and implement ITIL-lite processes in a fast-paced environment.
• Strong communication and customer service skills, with a focus on user experience.
• Proven ability to manage vendors and track SLAs.
• Comfortable in a start-up/scale-up context: hands-on, adaptable, with a focus on ownership.
• Experience building ITSM from scratch in a high-growth technology company.
• Knowledge of ITIL or equivalent frameworks.
• Familiarity with ISO 20000 or integration with broader compliance frameworks (ISO 27001, SOC2).
• Exposure to supporting product development or engineering-heavy environments.

What We Offer

• Competitive salary plus participation in our Stock Option Plan.
• Work mode: office full time, Paddington district (London) – 5 min walk from Paddington station – 5 Merchant Sq, London W2 1AY
• Paid vacations.
• Travel opportunities to our Vancouver and Boston offices.
• Freedom to influence the product and own key initiatives
• Collaboration with top‑tier engineers, researchers, and product experts in AI and robotics
• Startup culture prioritizing speed, transparency, and minimal bureaucracy.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Industries: Robotics Engineering, Appliances, Electrical, and Electronics Manufacturing, and Robot Manufacturing