Manager, IT Service Management

OnPoint Credit Union•Portland, OR

About The Position

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.

Nice To Haves

ITIL 4 Managing Professional certification or equivalent advanced ITIL credentials.

Responsibilities

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.
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.
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.
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.
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.