Sr. Manager, IT Service Management

The selected Sr. Manager, IT Service Management (ITSM) is responsible for leading and governing core ITSM functions across Service Desk operations, Change Management, Problem Management, Incident Operations Center (IOC), IT Asset Management (ITAM), and IT Operations Management (ITOM). This role drives enterprise-wide service delivery excellence, process maturity, and continuous improvement aligned to ITIL best practices. The Sr. Manager partners with IT leadership, service owners, and business stakeholders to ensure reliable, scalable, and high-quality IT services, while advancing automation, standardization, and operational efficiency.

Responsibilities

Leading and governing core ITSM functions across Service Desk operations, Change Management, Problem Management, Incident Operations Center (IOC), IT Asset Management (ITAM), and IT Operations Management (ITOM); Driving enterprise-wide service delivery excellence, process maturity, and continuous improvement aligned to ITIL best practices; Providing strategic oversight and governance across all ITSM processes; Defining and implementing ITSM roadmap, maturity model, and continuous improvement initiatives; Establishing KPIs, SLAs, and operational dashboards; Leading cross-functional stakeholder engagement; Coordinating closely with HQ and global IT teams; Mentoring, coaching, and developing direct reports; Overseeing enterprise Incident Management including 24/7 Incident Operations Center functions; Leading Problem Management lifecycle including RCA, known error management, and preventive measures; Owning the enterprise Change Management process including CAB governance and change risk management; Overseeing Service Desk operations and service request fulfillment; Overseeing integration of ITOM capabilities such as event management, discovery, service mapping, and monitoring into ITSM workflows; Managing the full lifecycle of IT assets (HW and SW); Leading automation strategy across ITSM service towers leveraging AI/ML capabilities.

Requirements

Bachelor’s degree in IT, Computer Science, Business, or related field (or equivalent experience); 12+ years of IT experience with 5+ years in ITSM leadership roles; Strong experience managing Incident, Problem, Change, and Service Desk operations; Experience overseeing Incident Operations Center (IOC) or NOC; Expertise in ServiceNow or equivalent ITSM tools; Strong knowledge of ITIL frameworks; ITIL v4 certification required (Foundation minimum, Managing Professional or higher preferred); Excellent leadership, analytical, and communication skills; Ability to operate in a fast-paced, multi-affiliate environment; Occasional on-call support may be required.

Nice to have

ITIL v4 Managing Professional or higher