ITSM Engineering Manager

TEKsystems•Berwyn, IL

6d•$230,000 - $2,650,000•Hybrid

About The Position

The ITSM Engineering Manager leads engineering delivery across Moveworks, ServiceNow, and other internal platforms used for intelligent automation, virtual agents, and agentic AI. The role combines hands-on engineering with people leadership for a blended team of employees and managed-service or staff-augmentation contractors. It is part of the ITSM Platform & Automation function and is responsible for moving Enterprise Service Management beyond traditional IT support toward a value-providing platform that also serves modern application development teams and business functions. The manager designs and ships agents, integrations, and self-service capabilities that make ESM data, workflows, and services consumable by engineering and business teams. The position calls for strong software-engineering and automation skills, large-enterprise ITSM and ITIL expertise, practical experience applying AI and agentic AI to ITSM, and sound judgment in applying frameworks and assessing vendor claims. The role leads the Moveworks and ServiceNow engineering teams, works with their Product Managers on solutioning and delivery, and partners with ESM process owners and governance stakeholders. It is a permanent, hybrid position based in Chicago, Illinois. The posting describes the role as managerial and indicates responsibility for two teams of approximately 10 people each, with many contractors.

Requirements

8+ years of progressive software or platform engineering experience, including full-stack or backend web application development, API design, and integration engineering.
3+ years in a technical leadership or engineering-management role overseeing engineers.
Hands-on experience building AI agents and multi-agent orchestration using frameworks such as LangChain, LangGraph, CrewAI, AutoGen, or platform-native equivalents; experience should include LLM integration, prompt engineering, and retrieval-augmented generation.
Direct, hands-on ServiceNow development experience, including Flow Designer, Integration Hub, and scripting.
Direct experience configuring or extending a virtual-agent or conversational-AI platform such as Moveworks.
6+ years of ITSM experience in a large, matrixed enterprise, with working fluency in ITIL 4 practices including Incident, Problem, Change Enablement, and Request Fulfillment.
Demonstrable hands-on experience using AI or agentic AI to modernize an ITSM function, beyond piloting a proof of concept.
Demonstrated critical thinking and judgment applying ITSM, software-engineering, and AI-governance frameworks and standards pragmatically to business constraints.
Experience managing a blended team of direct employees and staff-augmentation or managed-service contractors, setting consistent engineering standards and partnering with vendor governance on contractor performance.
Strong stakeholder-management and communication skills across ESM process owners, application-development teams, and business stakeholders.
ITIL 4 Foundation certification is required.
Strong technical capability in end-to-end automation and understanding of AI’s non-deterministic nature and the behavior of bots, LLMs, and agents.
Ability to lead platform teams and guide solutioning and technical decisions in alignment with strategic business objectives.

Nice To Haves

ITIL 4 Specialist or Managing Professional certification.
ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD), or Certified Implementation Specialist ITSM certification.
Moveworks platform certification, where available, or an equivalent vendor-issued credential.
Cloud platform certification in AWS, Azure, or Google Cloud.
Relevant AI/ML or generative-AI engineering credential.
Familiarity with AI governance frameworks such as the NIST AI Risk Management Framework or ISO/IEC 42001.
Knowledge of AWS Bedrock.
Experience with ServiceNow AI Agent Studio or Now Assist configuration.
Experience with Moveworks Agent Studio or Developer Hub.

Responsibilities

Own end-to-end engineering delivery across Moveworks, ServiceNow, and general agentic AI development on other internal platforms.
Configure Moveworks virtual-agent and reasoning-engine capabilities, develop skills and workflows, and integrate enterprise search.
Engineer ServiceNow capabilities, including Flow Designer, Integration Hub, AI Agent Studio, AI Agent Orchestrator, and Now Assist.
Design, build, and ship custom AI agents and multi-agent orchestration for ITSM and adjacent enterprise workflows, applying appropriate guardrails, human-in-the-loop controls, and audit logging.
Lead and develop a blended team of employees and staff-augmentation contractors, applying consistent standards for code quality, testing, documentation, and delivery.
Manage team operations, including sprint or iteration planning, code review, technical mentorship, hiring, and performance management for direct reports.
Partner with Vendor & Service Excellence governance on contractor performance, staffing changes, and statement-of-work scope.
Build automation and AI capabilities for modern application development teams and IT operations, including self-service provisioning, developer-facing agents, and API-first integrations.
Evaluate vendor and platform capability claims to inform build-versus-buy and platform-investment decisions.
Partner with the ServiceNow Platform Lead, Intelligent Automation Lead, Change Enablement Process Owner, and other ESM process owners to align development with change, release, and configuration-management governance.
Establish and maintain SDLC, CI/CD, source-control, automated-testing, and technical-documentation practices for ITSM and agentic AI development, applying them across employees and contractors.
Report roadmap progress, automation coverage, deflection and self-service metrics, and platform health to ESM leadership.
Represent engineering considerations in ESM governance forums, including the Platform Release Board.
Guide solutioning and technical decisions across the Moveworks and ServiceNow teams in alignment with strategic business objectives.
Support learning and development so teams can effectively use AI.