IT Service Management Manager

BlueScope•Kansas City, MO

12d

About The Position

For over 100 years, BlueScope continues to build on our reputation of quality brands and products, leading technology and a customer-first spirit. Through our global brands, we are one of the largest manufacturers of building solutions in the world. Our diverse, bright and inspired workforce is committed to bettering the communities we serve through breakthrough thinking and innovations. Your goals, ideas and perspective can help shape our future – we look forward to hearing them! The IT Service Management Leader is a manager level role responsible for the strategy, delivery, and support of ITIL-based services and the ServiceNow platform. This includes oversight of service management processes, custom application development on ServiceNow, and continuous improvement of IT service delivery. The role requires a strategic mindset, strong leadership, and a deep understanding of the ITIL framework and ITSM practices. The position demands a business-first approach to drive innovation and operational excellence across the North America region.

Requirements

Bachelor’s degree in Technology, Computer Science, or a related field.
3-5 years of experience in IT Service Management and ServiceNow platform administration.
3+ years of direct people management experience, leading ITSM or application development teams.
Strong understanding of ITIL framework and service management best practices.
Experience with custom application development and scripting within ServiceNow.
Demonstrated ability to coordinate with compliance, legal, and cybersecurity stakeholders to ensure operational practices align with regulatory obligations and audit readiness.

Nice To Haves

ITIL certification (Foundation or higher).
ServiceNow certifications
Experience in related technology fields (Infrastructure, End User Services, Networking).
Project Management experience or certification (PMP, Agile).

Responsibilities

Define and execute a vision for IT Service Management aligned with enterprise goals and regional needs.
Lead the administration, configuration, and enhancement of the ServiceNow platform, including custom application development and integration.
Oversee ITIL-based service management processes which would include Incident, Problem, Change, Request, Asset, Knowledge Management and other ITIL framework related areas
Ensure consistent and high-quality service delivery across all ITSM functions.
Build, lead, and mentor a high-performing team of ITSM professionals and ServiceNow developers.
Drive initiatives from concept to completion, including change management, stakeholder engagement, and performance tracking.
Partner with Infrastructure, End User, Networking, Cybersecurity and other business teams to ensure seamless integration and alignment with business goals.
Develop and maintain service level agreements (SLAs), key performance indicators (KPIs), and reporting dashboards.
Manage the budget for the ITSM team and make recommendations for future budget forecasting and planning needs.