Manager, IT Service Management Office (Hybrid Schedule)

Eversource Energy•Berlin, CT

1d•Hybrid

About The Position

Eversource is seeking a Manager of the IT Service Management Office (SMO) and ServiceNow Platform to lead the organization’s IT service management strategy, governance, and operations. This role is responsible for overseeing the design, implementation, and continuous improvement of ITIL-based processes, ensuring alignment with business objectives. The manager also owns the ServiceNow platform roadmap, administration, and optimization to deliver efficient, automated, and scalable IT services. This is a leadership role within the IT Service Management Office.

Requirements

Baccalaureate degree or equivalent
10 or more years of experience in IT and management
at least 3 years in a leadership role.
Strong knowledge of ITIL 4 framework
ITIL certification required
5+ years of proven experience managing ServiceNow platform
Excellent leadership, communication, and stakeholder management skills.
Must be available to work emergency storm assignment as required.
Must be available to travel between MA/CT/NH as necessary.
All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change.

Nice To Haves

Experience with process improvement methodologies (Lean, Six Sigma) is a plus.
Lean Six Sigma certification preferred.

Responsibilities

Establish and maintain IT Service Management (ITSM) governance, policies, and standards.
Drive adoption and maturity of ITIL processes (Incident, Problem, Change, Request, Knowledge, Event, CMDB, Asset, BCM, SPM, APM, TPM and other processes).
Monitor and report on ITSM performance metrics and KPIs to ensure service quality and compliance from managed services and internal IT services.
Collaborate with business and IT stakeholders to align service management practices with organizational goals.
Lead continual service improvement initiatives across IT services.
Manage service management team and managed services vendors.
Provide storm and emergency response services.
Own the ServiceNow platform strategy, roadmap, and lifecycle management.
Oversee platform administration, configuration, and integration with other enterprise systems.
Ensure platform stability, security, and compliance with organizational standards.
Manage ServiceNow development team and coordinate enhancements, upgrades, and new module implementations.
Evaluate and implement automation opportunities to improve IT service delivery utilizing an Agile methodology.
Manage and mentor a team of ITSM professionals and ServiceNow developers/administrators.
Partner with IT leadership to align SMO objectives with enterprise IT strategy.
Act as a key liaison between IT operations, business units, and vendors.
Vendor and contract management experience.
Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.