Manager, IT Service Management

OnPoint Credit Union•Portland, OR

About The Position

We're in the financial services industry, but we're not a bank. We're in the "people" business. Inspired by the credit union philosophy of "people helping people," we've developed a strong and growing tradition of investing in our employees, our members, and our community. OnPoint is the largest community-owned credit union in Oregon – and we're growing! Our growth provides great opportunities for you to reach your personal and professional goals. We value enthusiasm, commitment to outstanding performance, and providing opportunities to truly make a difference. If you are looking to join a team of dedicated, collaborative, and passionate individuals, OnPoint is looking for our next IT Service Management (ITSM) Manager. We invite you to explore and grow your career with us! JOB SUMMARY: The ITSM Manager leads OnPoint's IT Service Management program, ensuring our technology services deliver exceptional experiences for approximately 1,300 employees across the organization. Reporting to the VP of Technology Operations, you'll build, operate, and continuously improve our ITSM framework—from Help Desk operations to enterprise platform management. This role blends strategic program leadership with hands-on operational ownership, including ITIL-aligned process design, ITSM platform administration (such as Ivanti, ServiceNow, or Jira Service Management), SLA management, and a relentless focus on service quality, compliance, and continuous improvement. You'll be the champion of service excellence, balancing technical rigor with a people-first approach that puts our members and employees at the center of everything we do.

Requirements

Minimum 7 years in IT Operations or Service Delivery roles with at least 3 years leading ITSM processes and tools in organizations supporting 1,000+ users.
Demonstrated success implementing or significantly maturing ITIL-aligned processes and an enterprise ITSM platform (Ivanti, ServiceNow, or Jira Service Management).
Strong working knowledge of core ITSM processes: Incident Management, Major Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management, CMDB, Service Catalog, and Service Level Management.
Proficiency with reporting, analytics, dashboard development, KPI tracking, and data quality management practices.
Experience working in regulated industries such as financial services or other compliance-oriented environments.
ITIL 4 Foundation certification required at hire or obtained within 6 months of hire.
Service Excellence & Member Focus – Designs and delivers IT services with user experience and measurable outcomes at the forefront, always keeping our members' and employees' needs central to decision-making.
Operational Rigor & Compliance – Demonstrates disciplined approach to process management, change control, documentation, and audit readiness in a regulated financial services environment.
Analytical & Data-Driven Mindset – Leverages metrics, trend analysis, and root cause investigation to prioritize improvements and measure impact effectively.
ITSM & ITIL Expertise – Strong command of ITIL 4 principles and practical experience implementing and maturing core ITSM processes at enterprise scale.
Technical Proficiency – Deep understanding of ITSM platforms (Ivanti, ServiceNow, Jira Service Management), integration architectures, automation capabilities, and reporting/dashboard design.
Communication & Influence – Exceptional ability to deliver clear executive updates, facilitate cross-functional meetings (CAB, Major Incident Reviews), manage vendor relationships, and engage stakeholders at all levels.
Continuous Improvement Orientation – Proactively identifies opportunities for automation, process optimization, problem elimination, and service enhancement.
Leadership & Collaboration – Builds high-performing teams, mentors talent, and works effectively across organizational boundaries to achieve shared goals.

Nice To Haves

ITIL 4 Managing Professional certification or equivalent advanced ITIL credentials.

Responsibilities

Program Leadership & Governance
Establish and lead OnPoint's ITSM program, including vision, roadmap, operating model, maturity planning, and budget ownership, ensuring alignment with enterprise goals and member experience.
Define, maintain, and champion policies, processes, roles, and accountability frameworks (RACI) for core ITSM processes: Incident Management, Major Incident Management, Request Fulfillment, Problem Management, Change Management, Knowledge Management, Service Catalog, CMDB, and Service Level Management.
Chair Service Management Reviews and Change Advisory Board (CAB) meetings, fostering collaboration, ensuring process adherence, and driving continuous improvement initiatives.
Partner with risk, compliance, security, and audit teams to ensure ITSM processes meet regulatory requirements including GLBA, SOX-related controls, vendor risk management, and disaster recovery/business continuity planning.
Operations & Service Delivery Excellence
Own daily service performance across incident response and coordination, major incident management, change scheduling, request fulfillment, knowledge accuracy, and proactive problem resolution.
Design, implement, and manage SLA/OLA/XLA frameworks with real-time monitoring and regular performance reviews to ensure we consistently meet and exceed service commitments.
Collaborate closely with Infrastructure, Applications, Security teams, and managed service providers to ensure operational readiness, quality releases, and stable production environments.
Develop and maintain standardized operational runbooks, checklists, and shift-left strategies that reduce mean time to resolution (MTTR) and improve first-contact resolution rates.
ITSM Platform Administration & Innovation
Lead the strategy and execution of our ITSM platform roadmap, including forms, workflows, automations, catalog items, approval processes, integrations, and reporting capabilities.
Ensure high-quality configuration and data integrity across the CMDB, service catalog, knowledge base, and assignment structures.
Manage integrations with monitoring tools, CMDB discovery solutions, endpoint management systems (such as Intune/Ivanti), identity platforms, and collaboration tools (Teams/Outlook).
Maintain proper access controls, change management discipline, and release protocols for the ITSM platform itself.
Metrics, Analytics & Financial Stewardship
Define, track, and publish key performance indicators and operational dashboards covering metrics such as mean time to acknowledge (MTTA), mean time to resolution (MTTR), first-contact resolution (FCR), reopen rates, change failure rates, request cycle times, problem elimination rates, knowledge utilization, SLA attainment, and system availability.
Implement service costing models and demand/capacity analytics to support informed budget planning, vendor performance evaluations, and contract renewals.
Deliver executive-level quarterly service reviews and provide audit-ready compliance evidence and documentation.
People Leadership & Stakeholder Engagement
Lead and develop a team that may include ITSM Analysts, Tool Administrators, Service Desk Supervisors/Leads, and Level II support staff, with dotted-line relationships to Incident, Change, and Problem coordinators.
Create and execute training and certification plans for Service Desk personnel and process owners, fostering a culture of accountability, collaboration, and continuous learning.
Serve as the primary liaison between Technology Operations and business stakeholders for service performance communications, issue escalations, and satisfaction initiatives.
Additional projects, responsibilities, or other duties assigned.