IT Supervisor, Service Management Office (Hybrid)

Eversource will not offer immigration-related sponsorship for this position.  Applicants who require immigration sponsorship—either now or in the future—should not apply.  This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.).

Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change,  based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change.  

Role and Scope of Position:  
This role will function as a Service Management Office (SMO) Supervisor over the areas of vulnerability management, Service Management tool operations, and threat detection. This role will be responsible for a team of Process Owners and will be responsible for making sure that Service Management processes and services continue to be well maintained and supported. This role will oversee analysts responsible for Incident, Problem, Change, Event and Knowledge Management.  They will also oversee vulnerability management and our collaboration from the CMDB perspective.

Essential Functions: 

• Leads Service Management Office (SMO) Analysts and Process Owners in strategic goals for the Service Management Office (SMO) organization 

• Provides leadership and acts as a liaison to IT where operational Service Management issues may arise.  

• Ability to anticipate and respond to changing priorities, and operate effectively in a dynamic demand-based environment, requiring extreme flexibility and responsiveness 

• Partners with Application and Infrastructure support teams in the event of a Service Management breakdown to ensure timely mitigation and remediation efforts are completed 

• Creates and maintains proper process and control standards.  

• Produces high quality oral and written work, presenting complex technical matters clearly and concisely with audiences ranging from peers to Sr. Management 

• Maintains current knowledge with respect to technologies and products both in house and in the market around and enabling best practice Service Management 

• Recommends effective changes to enhance defense and response procedures 

• Drives team to evaluate, tests, and selects Service Management tools and products. 

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill: 

• Strong working knowledge of information systems Service Management standards and practices specifically around the ITIL framework.

• Must be able to demonstrate process implementation and continual service improvement.  

• Should have a technical background that will allow for basic triage of issues and incidents related to the Service Management tools, ServiceNow platform and xMatters.

Education:   

• Bachelor’s degree in Information Systems, related technical field, or equivalent experience                     

Experience:       

• Minimum of 10 years of related experience that includes experience in ITIL framework and support ServiceNow

• Experience with implementing ITSM processes, large scale enterprise tools and maintenance 

• 5+ years of supervisory or management experience

• Demonstrated experience with vendor management preferred.  

• Demonstrated experience building teams is strongly preferred.  

Licenses & Certifications:  

• Service Management (ITIL) certifications related are generally preferred and will be reviewed within the scope of the position 

Working Conditions:

• Must be available to work emergency restoration assignment as required.

• Must be available to travel between MA/CT/NH as necessary.

#