Manager, IT Service Management & Delivery

Seattle Children's•Seattle, WA

1d•$146,572 - $219,858

About The Position

The Manager, IT Service Management & Delivery is a strategic leader responsible for defining and executing a roadmap to standardize, simplify, and automate how work flows across IT. The role establishes scalable, integrated digital workflows to enable automation at scale, increase visibility across teams, reduce friction in service delivery, and prepare the organization for AI-enabled capabilities. The position owns the ServiceNow platform roadmap for IT and drives process maturity across the ITSM lifecycle, including Incident, Problem, Change, Knowledge, and CMDB. It is a transformation-focused role that champions continuous improvement and operational excellence, with the expectation of elevating how IT operates rather than simply managing existing processes.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business, or an equivalent combination of education and experience.
At least 7 years of progressive IT experience.
At least 3 years managing technical or operational teams.
Demonstrated expertise in ITIL v3/v4 frameworks, including designing and maturing Incident, Problem, Change, Knowledge, and CMDB processes.
Experience owning or contributing to a ServiceNow platform roadmap, including ITSM module configuration and workflow design.
Track record of advancing process maturity by assessing current state, defining targets, and executing improvement roadmaps with measurable outcomes.
Strong background in workflow automation, service integration, and building scalable digital operations.
Experience defining and managing SLAs, KPIs, and operational dashboards, with a data-driven approach to continuous improvement.

Nice To Haves

ITIL Foundation certification (v3 or v4).
ITIL Practitioner, Managing Professional, or Strategic Leader designation.
ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS).
Familiarity with ServiceNow AI and automation capabilities, including Flow Designer, Predictive Intelligence, and Virtual Agent.
Agile or product management experience applied to platform delivery.

Responsibilities

Define and execute a roadmap to standardize, simplify, and automate how work flows across IT.
Establish scalable, integrated digital workflows that support automation, increase visibility, reduce service-delivery friction, and enable AI capabilities.
Own the ServiceNow platform roadmap for IT, including ITSM module configuration and workflow design.
Drive maturity across Incident, Problem, Change, Knowledge, and CMDB processes.
Assess current process maturity, define target states, and execute improvement roadmaps with measurable outcomes.
Define and manage SLAs, KPIs, and operational dashboards.
Champion continuous improvement and operational excellence using a data-driven approach.