IT Manager- IT Service Management

Deriva Energy•Charlotte, NC

2d•Hybrid

About The Position

Deriva Energy is a leading Independent Power Producer in the US renewables market, with over 6 GW of operating or under construction wind, solar and storage projects across the country. Deriva ultimate parent is Brookfield Renewable and is poised for dynamic growth across its wind, solar, and storage portfolios. Join a dynamic team committed to excellence and innovation who envision a future of energy independence using resilient, carbon-free generation. We offer competitive compensation, comprehensive benefits, and the opportunity to make a significant impact in the rapidly evolving renewable energy industry. Deriva empowers customers with innovative clean energy solutions that strengthen communities and serve future generations. Position Summary The IT Manager, IT Service Management (ITSM) is responsible for leading and maturing Deriva Energy's IT Service Management function. This role provides governance and ownership of core ITSM processes including Incident Management, Major Incident Management, Problem Management, Change Management, Configuration Management (CMDB), Knowledge Management, and the IT Service Catalog while driving continual improvement through ServiceNow. The ITSM Manager serves as the primary owner of the ServiceNow platform and ITSM processes, ensuring IT services are delivered consistently, efficiently, and in alignment with business objectives. This position partners closely with End User Services, Infrastructure, Cybersecurity, Enterprise Applications, Telecom, and business stakeholders to improve service delivery, operational effectiveness, automation, reporting, and user experience. This role will be based at Deriva Energy Headquarters, located in Charlotte, NC.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field
Six (6) years or more of progressive experience in network or telecom engineering, including at least two (2) years or more of direct reports/leadership
In lieu of a bachelor's degree; an associate's degree in a related field AND eight (8) years or more of related work experience
In lieu of an associate's degree; HS/GED degree AND eight (8) years or more of related work experience

Nice To Haves

Seven (7) years or more of experience in IT Service Management, IT Operations, Service Delivery, or related disciplines
Three (3) years or more of leadership or management experience
Strong knowledge of ITIL and IT Service Management best practices
Experience leading Incident, Problem, Change, and Service Delivery processes
Experience working with ServiceNow ITSM solutions
Strong communication, analytical, and stakeholder management skills
ITIL Foundation or higher certification
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist (CIS-ITSM)
Experience managing ServiceNow administrators, developers, or platform resources
Experience implementing or maturing CMDB, Knowledge Management, Service Catalog, and Major Incident Management programs
Experience within the energy, utilities, or critical infrastructure industries

Responsibilities

Lead the organization's IT Service Management strategy, governance, and continual service improvement initiatives
Develop and maintain ITSM policies, standards, procedures, and operational processes
Establish service management metrics, KPIs, dashboards, and executive reporting
Promote adoption of ITIL best practices across the IT organization
Serve as the business owner for the ServiceNow platform
Define platform governance, standards, workflows, and process automation opportunities
Partner with ServiceNow administrators, developers, and technical teams to prioritize enhancements and improvement
Ensure ServiceNow capabilities support organizational service management objectives
Own and govern the Incident Management process
Lead Major Incident response, escalation, communication, and service restoration activities
Facilitate post-incident reviews and corrective action planning
Monitor incident trends and drive service reliability improvements
Establish and manage the enterprise Problem Management program
Lead root cause analysis efforts and corrective action planning
Identify and eliminate recurring service issues
Track and report on problem management effectiveness
Own and govern the Change Management process
Facilitate Change Advisory Board (CAB) activities
Improve change success rates while reducing operational risk
Ensure proper planning, testing, communication, and documentation standards are followed
Establish governance and ownership standards for the Configuration Management Database (CMDB)
Ensure configuration data quality, accuracy, and completeness
Maintain visibility into infrastructure, applications, services, and dependencies
Support Incident, Problem, Change, and Asset Management processes through effective CMDB governance
Develop and maintain enterprise Knowledge Management standards and processes
Improve knowledge sharing and self-service capabilities
Ensure knowledge content remains accurate, relevant, and current
Own and govern the Deriva IT Service Catalog
Standardize request fulfillment processes, approvals, workflows, and service offerings
Identify opportunities to improve user experience and automate service delivery
Provide leadership, coaching, and development for assigned personnel and service management resources
Build strong partnerships across IT and business teams
Support succession planning, cross-training, and organizational maturity initiatives
Foster a culture of accountability, service excellence, and continuous improvement