Manager, IT Service Management

Maggiano's • Coppell, TX

2d • Hybrid

About The Position

The IT Service Management (ITSM) Manager leads the design, governance, and continuous improvement of IT service delivery processes to ensure reliable, measurable, and business-aligned technology support. This role is responsible for overseeing core ITIL practices including Incident, Problem, Change, Request, Knowledge, and Configuration Management while driving service performance, operational transparency, and customer experience across the enterprise.

The ITSM Manager partners closely with Service Desk leadership, Infrastructure, Applications, Security, and business stakeholders to improve service quality, reduce operational risk, and enhance system reliability. This leader ensures service management processes are standardized, data-driven, and scalable to support organizational growth.

Requirements

• 5+ years in IT Service Management or IT Operations leadership.
• 3+ years of direct experience managing ITIL processes.
• ITIL Foundation certification (v4 preferred).
• Experience with ITSM platforms - ServiceNow required
• Proven experience building dashboards, KPIs, and executive reporting.

Responsibilities

• Leads enterprise ITIL process ownership across Incident, Problem, Change, Request, Knowledge, and CMDB disciplines.
• Develops governance frameworks, KPIs, and dashboards to drive service performance and SLA compliance.
• Drives continual service improvement initiatives to reduce recurring incidents and improve first-call resolution.
• Oversees CAB governance, change risk assessment, and release coordination to minimize operational impact.
• Partners with platform teams (e.g., ServiceNow) to optimize workflows, automation, and reporting capabilities.
• Establishes root cause analysis standards and problem management maturity.
• Ensures CMDB integrity and alignment to asset and configuration management strategy.
• Communicates service health trends and risk insights to IT and business leadership.

Benefits

• Flexibility that fits your life: Hybrid schedules with weekly flex days to work from home.
• Benefits that support you: Competitive package with medical, dental, and vision coverage; life insurance; paid vacation and holidays; 401(k) with company match; Employee Assistance Program with counseling, financial, legal, and life resources; and Best You EDU, offering education programs and tuition reimbursement.
• Enjoy our brands: Generous dining discounts at Chili’s® Grill & Bar and Maggiano’s Little Italy®.
• Rewards for your impact: Annual bonus eligibility for every RSC Team Member.
• Wellbeing at work: On-site gym and fitness classes like yoga and boot camp.
• A culture worth celebrating: From company-wide events to a casual, collaborative atmosphere, you’ll find plenty of ways to connect, work hard, and play hard.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed