Manager, IT Service Management Office

Eversource•Westwood, MA

29d•Hybrid

About The Position

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

Requirements

Baccalaureate degree or equivalent
10 or more years of experience in IT and management with 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.
Strategic thinking and ability to align IT services with business needs.
Strong analytical and problem-solving skills.
Ability to lead cross-functional teams and drive organizational change.
Vendor and contract management experience.
ITIL certification required.

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.
Manager of 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.