Manager - IT Service Management
About The Position
We are seeking a Manager, IT Service Management to lead a critical part of our IT Service Management and Production Support organization. In this role, you will drive consistent, high-quality support across customer-facing products, enterprise applications, and core infrastructure services. You will lead a multi-disciplinary team responsible for incident resolution, service request fulfillment, operational monitoring, reporting, and continuous improvement. This is a hands-on technical leadership role that combines people leadership, ITSM process ownership, and broad technical expertise. You will help improve service performance through clear service level agreements (SLAs), structured processes, data-driven decision-making, and an automation-first mindset—enhancing reliability while reducing manual effort. This role partners closely with global incident, problem, and change management teams, as well as IT Operations governance, representing both customer and internal stakeholder needs.
Requirements
- 5+ years of experience in IT delivery, support, service operations, or IT service management
- 3+ years of people management experience leading technical support, operations, engineering, or service desk teams (Tier 1 / Tier 2)
- Strong knowledge of ITSM practices (Incident, Service Request, Problem Management; familiarity with Change and Release Management)
- Experience working in ticket-based environments (e.g., ServiceNow, Jira Service Management)
- Proven ability to drive KPIs through reporting, backlog management, SLA tracking, and trend analysis
- Strong communication skills, with the ability to clearly explain technical issues to both technical and non-technical audiences
- Experience with documentation and knowledge management (e.g., runbooks, playbooks, reusable solutions)
- Demonstrated ability to improve processes through automation, standardization, and self-service
- Exposure to SDLC and Agile environments, including supporting deployments and operational readiness
Nice To Haves
- ITIL 4 knowledge or ITSM certification (ITIL preferred)
- Experience implementing service operations automation and self-service capabilities
- Experience with monitoring and reporting tools (e.g., dashboards, alerting systems) in enterprise environments
- Salesforce experience is considered an asset
- People-first leadership focused on trust, growth, and accountability
- Strong operational mindset with attention to detail and service quality
- Data-driven decision-making approach
- Ability to balance short-term operational demands with long-term improvements
- Composed and structured approach in high-pressure situations
Responsibilities
- Lead and develop a team with complementary capabilities across frontline support, technical investigation, application support, and operational monitoring.
- Deliver high-quality incident and request handling while improving system stability and user experience.
- Deliver effective incident management, service request fulfillment, and technical troubleshooting.
- Collaborate with engineering teams to improve system reliability and performance.
- Drive measurable improvements in service delivery and customer experience.
- Provide application support, user administration, documentation, and escalation management.
- Perform structured technical analysis, resolve system issues, and partner with engineering to reduce risks.
- Develop dashboards, alerts, and trend reports to proactively identify and address service issues.
- Lead, coach, and develop a team of IT operations engineers and technical analysts.
- Foster an inclusive culture of accountability, collaboration, continuous learning, and psychological safety.
- Set clear performance expectations and development plans aligned to organizational goals.
- Manage workforce planning, onboarding, scheduling, and capacity.
- Partner with HR and leadership on talent development, engagement, and performance management.
- Oversee daily execution of Incident Management and Service Request Management.
- Ensure incidents are prioritized and resolved within defined SLAs.
- Act as an escalation point for complex or high-impact issues.
- Deliver consistent, high-quality user experiences through clear communication.
- Ensure accurate ticket documentation and lifecycle management.
- Maintain stability and reliability of core IT services and end-user systems.
- Monitor trends and recurring issues across platforms and services.
- Collaborate with engineering and infrastructure teams to improve resilience.
- Support major incident coordination and post-incident reviews.
- Identify opportunities to reduce manual effort through automation and self-service.
- Promote knowledge reuse, shift-left practices, and proactive issue prevention.
- Use data and trends to identify improvement opportunities.
- Champion continuous improvement aligned with ITSM best practices.
- Contribute to reporting on incident trends, backlog, SLA performance, and service volumes.
- Translate operational metrics into actionable insights for stakeholders.
- Regularly review data to identify risks, opportunities, and capacity needs.
- Support service reviews and broader IT service governance.
Benefits
- health
- dental
- mental health
- vision
- short- and long-term disability
- life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- holidays
- vacation
- personal
- sick days
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
