Manager, IT Service Management Operations

Exact Sciences • Madison, WI

9h • $124,000 - $211,000

About The Position

The Manager, IT Service Management (ITSM) Operations plays a critical role in supporting Exact Sciences’ mission to improve and save lives through early detection and cancer diagnostics. By ensuring high operational standards, service stability, access governance, and user support excellence, this role directly contributes to the reliability of technologies that enable scientific innovation, patient care, and business continuity. The Manager is responsible for leadership and coordination across Change Enablement, Major Incident Management, Access Management, Service Desk Operations (Managed Service), Risk and Impact Management, and Operational Readiness. This role ensures stable IT service delivery by proactively managing operational risks, enabling readiness activities, maintaining disciplined access controls, and advancing the operational hygiene necessary to support a resilient and efficient Information Technology organization. The Manager must demonstrate strong capabilities in service reliability focus, risk awareness and mitigation, access management governance, operational excellence, incident and change management leadership, and people management. Through cross-functional collaboration, this role strengthens ITSM maturity and reinforces Exact Sciences' commitment to operational excellence.

Requirements

• 6+ years of experience in IT Service Management or IT Operations, with 3+ years of formal people leadership experience.
• Strong expertise in Change Enablement, Major Incident Management, Access Management, and Service Desk supervision.
• ITIL 4 certification.
• Familiarity with ServiceNow (Change, Incident, Request, Access modules) strongly preferred.
• Demonstrated experience leading operational teams supporting enterprise environments.

Nice To Haves

• ITIL v4 Managing Professional or Strategic Leader certification.
• Experience supporting enterprise ITSM governance and process automation.
• Familiarity with Exact Sciences' laboratory, R&D, and regulatory IT environments.
• Understanding of software development and Agile/DevOps methodologies in ITSM.
• Ability to collaborate effectively in a fast-paced, regulated IT environment.

Responsibilities

• Govern the Change Enablement process, including impact reviews, TCAB facilitation, and change success reporting.
• Lead the Major Incident Management process, ensuring escalation, rapid resolution, and post-incident analysis (PIR/RCA).
• Oversee Access Management processes to ensure appropriate, timely provisioning and de-provisioning of user access, in compliance with audit requirements.
• Manage the Service Desk operations, ensuring high-quality, timely response to service requests and incidents through training and continuous improvement.
• Analyze service trends and escalate systemic issues for resolution or process improvement.
• Proactively identify risks related to changes, service impacts, and access controls that could result in P1/P2 incidents.
• Ensure thorough and documented impact assessments for all significant operational activities.
• Collaborate with Information Security and Compliance teams to align on operational risk mitigation strategies.
• Lead operational readiness activities including service playbook testing, dry runs for critical services, and major event preparation.
• Review, enforce, and communicate change blackout windows and service maintenance periods to stakeholders.
• Contribute to long-term ITSM and IT Operations roadmaps by identifying opportunities for operational improvement.
• Support ITSM maturity assessments, operational risk reduction strategies, and service stability initiatives.
• Use change, incident, and service request data to provide actionable insights into service reliability trends and business impact analysis.
• Supervise staff responsible for change management, incident management, access management, and Service Desk operations.
• Set team priorities, manage performance expectations, coach, and develop direct reports.
• Foster a culture of service excellence, accountability, and operational hygiene improvement.

Benefits

• Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage.
• Learn more about our benefits .
• Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees