IT Operations Manager - ITSM

Terumo BCT, Inc. • Denver, CO

1d • $127,000 - $158,700 • Remote

About The Position

Under the general guidance of the Enterprise IT Service Management CoE Lead, the IT Operations Management (ITOM) Manager role is a technical leadership position focused on driving the operational maturity, governance, and performance of ServiceNow’s ITOM modules — including Discovery, CMDB, Service Mapping, Event Management, and the Common Service Data Model (CSDM). Key to the role is ensuring the trustworthiness of the CMDB as a foundational enterprise dataset, enabling impact analysis, service visibility, operational reporting, ITOM outcomes, and audit readiness.

Requirements

• Bachelor’s degree in Computer Science or, equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.
• ITIL Foundation or higher certification.
• 7+ years of IT experience in enterprise infrastructure and cloud environments (AWS, Azure, GCP)
• 3–5+ years working with CMDB, Configuration Management, ITSM, ITOM, or Service Asset & Configuration Management.
• Experience administering or governing CMDBs.
• Experience within a multinational enterprise environment.
• Experience with Configuration Management governance and operational processes.
• Deep understanding of networking, operating systems, and modern infrastructure concepts
• ServiceNow CMDB
• ServiceNow Discovery
• ServiceNow Service Mapping
• Common Service Data Model (CSDM)
• ITIL Service Asset & Configuration Management
• Infrastructure and Cloud Technologies
• ITSM and ITOM Processes
• Data Governance and Data Quality Management

Nice To Haves

• Preferred experience in ServiceNow modules: CMDB, CSDM, Service Mapping, Event Management, Discovery.
• ServiceNow certifications such as Certified System Administrator, Certified Implementation Specialist (ITSM/ITOM/CSM) preferred

Responsibilities

• Lead and mature ITOM capabilities: Guide teams beyond initial implementation into sustained operational excellence, expanding discovery coverage, improving CMDB data quality, enabling automation, and reducing operational labor.
• Develop and maintain integrations with external systems (e.g., monitoring tools, CMDB feeders) and automate workflows to improve efficiency.
• Work with infrastructure, cloud, security, and application teams to ensure reliable discovery, strong CMDB governance, and actionable service visibility.
• Enforce CI class modeling, data governance, and alignment with security, risk, and enterprise standards.
• Hands-on ownership of global the global CMDB, including defining standards and naming conventions, monitoring, reporting, and remediation.
• Manager over the ServiceNow Discovery Lead position.

Benefits

• multiple group medical, dental and vision plans
• a robust wellness program
• life insurance and disability coverages
• a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more
• 401(k) plan with a matching contribution
• vacation and sick time programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager