Manager, ITSM (IT Service Management)

We are seeking a strategic and hands-on Manager of IT Service Management (ITSM) to lead the organization's core service management functions, with a focus on Major Incident Management, Change Management, and Problem Management. This role is essential in ensuring service stability and driving continuous process improvement through the effective use of ServiceNow and ITIL best practices. The ideal candidate will also play a pivotal role in collaborating with integration vendors and SRE teams to restore service rapidly during high-impact incidents. 

RESPONSIBILITIES

Major Incident Management (MIM): 

• Serve as the primary incident commander for all P1 and P2 incidents, driving resolution through effective coordination and communication. 

• Work closely with SRE teams and third-party integration vendors to accelerate root cause identification and service restoration. 

• Establish and maintain incident response frameworks, escalation protocols, and war room procedures. 

• Drive continuous improvement by conducting detailed post-incident reviews (PIRs), tracking corrective actions, and updating knowledge bases. 

• Enhance visibility through executive dashboards and real-time reporting within ServiceNow. 

Change Management: 

• Oversee the end-to-end Change Management lifecycle, ensuring risk-based assessments, stakeholder approvals, and controlled implementations. 

• Lead the Change Advisory Board (CAB) and optimize change processes to reduce risk and increase change success rates. 

• Implement continuous improvements to streamline workflows and improve agility while maintaining stability. 

• Utilize ServiceNow for change planning, impact analysis, and change collision detection. 

Problem Management: 

• Lead Problem Management efforts focused on identifying trends, eliminating root causes, and improving system reliability. 

• Maintain an active backlog of known errors and drive corrective actions in collaboration with engineering and operations teams. 

• Leverage ServiceNow for RCA documentation, tracking, and cross-team accountability. 

ITSM Process Leadership: 

• Own and evolve ITSM processes aligned with ITIL v4 standards, ensuring consistency, governance, and audit readiness. 

• Define and monitor KPIs/SLAs related to incident, change, and problem management. 

• Champion a service-driven culture focused on reliability, efficiency, and transparency. 

ServiceNow Platform Oversight: 

• Act as the process owner for key ITSM modules in ServiceNow (Incident, Change, Problem, CMDB). 

• Collaborate with ServiceNow developers and platform teams to enhance automation, workflows, and reporting capabilities. 

• Ensure the toolset aligns with ITSM maturity goals and supports operational excellence 

EDUCATION AND EXPERIENCE QUALIFICATIONS

Minimum: 4-Year Degree in Computer Science, Information Technology or related degree  

Preferred: 4-Year Degree or Graduate Degree in computer science or related field 

• 5+ years of experience managing ITSM practices in large-scale or enterprise environments. 

• Strong expertise in Major Incident and Change Man