Sr. Manager, IT Service Management (ITSM)

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

We are seeking an experienced Senior Manager to lead and mature our IT Service Management (ITSM) function, focusing on implementing ITSM best practices that enhance IT operations and service delivery across the organization. The Senior Manager will be responsible for product development and executing ITSM strategy in partnership with engineering and operations teams, leveraging ServiceNow to build and optimize service management processes. This role requires a deep understanding of ITSM principles and the ability to translate them into actionable solutions that drive efficiency, compliance, and improved user experience.

 

Key Responsibilities:

• Establish and lead the ITSM strategy from inception, designing processes, policies, and frameworks that align with IT and business objectives.
• Lead a small team to oversee the product backlog for ServiceNow integration and customization, working closely with engineers responsible for implementation to ensure the platform effectively supports ITSM objectives and enhances operational capabilities.
• Define and implement ITSM processes (e.g., Incident, Problem, Change, Asset, and Service Request Management) in alignment with ITIL best practices to improve IT service quality and accountability.
• Collaborate with IT operations, security, and engineering teams to ensure ITSM processes are well-integrated across the organization, driving consistency and efficiency.
• Establish metrics to monitor ITSM effectiveness and identify opportunities for process improvement, proactively refining the ITSM framework to meet evolving business needs.
• Ensure that ITSM practices adhere to regulatory requirements and organizational policies, creating governance frameworks that enforce accountability and service standards.
• Build and lead an ITSM-focused team, providing direction, coaching, and support to ensure high standards in service management delivery.

 

Qualifications:

• 6+ years in IT service management roles, with a strong track record of establishing and optimizing ITSM frameworks within enterprise environments.
• Proven experience in implementing and managing ServiceNow, including customization and workflow development to support ITSM processes.
• Deep understanding of ITSM principles, ITIL frameworks, and the impact of ITSM on IT operations and service delivery.
• 3+ years of experience managing ITSM teams or leading cross-functional IT initiatives, with a strong ability to drive alignment across technical and non-technical teams.
• Ability to assess service management data and identify trends, gaps, and opportunities for improvement in the ITSM process.
• Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent work experience will be considered.

 

Preferred Qualifications:

• ITIL certification (v3 or v4) or other ITSM-related certifications.
• Experience in change management and governance for large IT environments.
• Familiarity with agile methodologies and their application to ITSM.

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Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

$128,900.00 - $239,300.00

Benefits:

• Medical, Dental, and Vision Insurance.