IT Service Management Lead

We are seeking an experienced IT Service Management (ITSM) Lead to join our Tech Operations organization. This role will serve as both the Lead Incident Manager during EU business hours and the owner of the Change Management function across the enterprise.
You will drive the full lifecycle of Change Management, ensuring changes are carefully assessed, approved, scheduled, and governed in a way that minimizes risk and maximizes service stability. You will implement standards, chair governance forums, and partner with engineering and operations teams to mature the change culture and prevent change related incidents.

Please note: For this position, we are unable to provide visa sponsorship now or in the future. Candidates must already have the legal right to work in Lithuania and be able to start and maintain employment without visa support from Convera.

You will be responsible to:

• Lead all major incident response activities during EU hours, driving timely triage and restoration efforts.
• Act as the central Incident Commander, managing communication, escalation, and coordination across global teams.
• Deliver clear, timely business and technical communications throughout the incident lifecycle.
• Perform post incident reviews and ensure corrective actions are implemented.
• Own and lead the enterprise Change Management function, including governance, process maturity, and continuous improvement.
• Facilitate and chair Change Advisory Board (CAB) and Emergency CAB (eCAB) meetings.
• Ensure all changes follow standardized risk assessment, planning, approval, testing, and scheduling procedures.
• Partner with engineering and operations teams to establish a high trust, low risk change culture.
• Analyze change related incidents and implement process or control improvements to prevent recurrence.
• Lead the root cause analysis (RCA) process for major incidents and systemic issues.
• Identify trends and recurring problems to implement long term remediation plans.
• Drive proactive problem detection and prevention initiatives.
• Define and track ITSM KPIs and metrics to drive operational insights and process improvements.
• Collaborate with global Tech Ops leaders to standardize processes and align with industry best practices.
• Support automation and tooling enhancements within ITSM workflows.

You should apply if you have:

• Strong experience within IT Service Management roles, with domain expertise in Incident and Change Management.
• Proven experience leading Major Incident Management in global or complex technical environments.
• Demonstrated ownership of Change Management, including CAB leadership and process governance.
• Strong analytical capabilities with proficiency in RCA methods and problem analysis.
• Exceptional communication and cross functional leadership skills.
• Experience working across global time zones in 24x7 operational environments.
• ITIL Foundation certification required; ITIL Intermediate/Expert preferred.

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.

Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment. 

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including: 

• Market competitive monthly gross salary starts at 3,700 EUR 
• Opportunity to earn an annual bonus 
• Great career growth and development opportunities in a global organization
• A flexible approach to work (6-10 days per month in the office)
• Generous insurance (health, disability, life) 
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
• Work from abroad 60 days per year
• 3 wellness days per year
• Paid volunteering opportunities (5 days per year)

Internal Job Title: Senior Software Engineer

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential.

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