Senior Manager, IT Service Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Responsible for the design and operational model of the ITSM practice in accordance with ITIL best practices.

• Establishes and upholds the governance cadence, forums, and decision-making rights for ITSM.

• Guarantees the uniform application of ITIL processes throughout the organization.

• Acts as the primary escalation point for exceptions and risks related to ITSM processes.

• Manages Incident, Change, and Problem Management practices, ensuring decisions are risk-based, timely actions are taken, and thorough root cause analyses are conducted.

• Oversees the Change Control Board (CCB) and holds accountability for enterprise change governance, approval processes, and outcomes of changes.

• Ensures that change activities align with objectives for service availability, information security, and business continuity.

• Leads the IT organization’s readiness for SOX IT General Counsels (ITGCs) audits.

• Accountable for defining and enforcing standards for evidence, documentation, and audit artifacts.

• Governs ITSM data and knowledge management, including the integrity of the CMDB and service model.

• Defines and manages ITSM KPIs, performance metrics, and dashboards.

• Collaborates with IT leadership to establish and monitor metrics related to IT modernization.

• Provides functional leadership to ITSM practice roles, including mentorship and development for ITSM leaders and practitioners.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.

• A minimum of 10 years of experience in IT Service Management, IT Operations, or IT Governance.

• Solid working knowledge of ITIL practices (ITIL v3 or v4).

• Proven experience with Incident Management, Change Management, Problem Management, and CMDB governance.

• Strong understanding of SOX ITGCs or regulated IT controls.

• Experience in defining and implementing metric-driven governance frameworks.

• Ability to lead by influence across both technical and non-technical teams.

• ITIL certification (Intermediate, Managing Professional, or equivalent) is preferred.

• Experience in leading organization-wide SOX Compliance Readiness for ITGCs is preferred.

• Background in supporting large-scale IT modernization or transformation initiatives is preferred.

• Experience collaborating with Internal Audit, Security, and Compliance teams is preferred.

• Strong executive communication and facilitation skills are preferred.

🏝️ Benefits

• Comprehensive benefits package with immediate eligibility, including medical, dental, vision, disability, life insurance, and adoption benefits.

• Parental leave available after one year of service.

• Optional employee-paid programs such as supplemental life insurance, critical illness, hospital indemnity, and accident insurance.

• 401(k) plan featuring company matching contributions.

• 80 hours (10 days) of designated company holidays annually, along with an annual allocation of paid time off.