Manager | IT Service Management

CBIZ•Seven Hills, OH

2d•Hybrid

About The Position

We are seeking an experienced Manager, IT Service Management (ITSM) to lead and support ITIL-based service management practices within a mid-to-large organization. This role is responsible for improving ITSM processes, supporting governance routines, monitoring service performance, and ensuring IT services are aligned with business needs, operational priorities, and compliance expectations. The Manager, IT Service Management will work closely with IT leadership, business stakeholders, and cross-functional teams to strengthen process discipline, promote accountability, support continual improvement, and deliver a consistent, high-quality service experience across the organization.

Requirements

Bachelor’s degree or equivalent experience required
At least 6 years of related experience required
Minimum 3 years of supervisory experience required
A degree in Information Technology, Computer Systems Analysis, or Management Information Systems is preferred
PMP preferred
Demonstrated knowledge of healthcare industry regulations, policies, and procedures
Demonstrated knowledge and experience working with business stakeholders and leaders, IT project planning, delivery, and execution using Traditional and Agile SDLC methodologies
Experience with VSTS, Jira, and/or other team/project collaboration tools
Ability to work in and lead a team, while communicating and coordinating with peer teams
Ability to formulate, document and recommend new policies and procedures
Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
Ability to travel as required by business and on-call availability
Ability to lift up to 50lbs

Nice To Haves

7+ years of progressive experience in IT Service Management, IT Operations, or related technology service delivery roles, including experience supporting process governance and service improvement initiatives
ITIL® 4 Foundation Certification required; advanced ITIL certifications preferred
Demonstrated success implementing, governing, and improving ITSM practices across mid-to-large, complex, or matrixed organizations
Strong experience owning, maturing, and integrating ITIL practices, including Incident, Problem, Change, Knowledge, Service Catalog, and continual improvement processes
Experience building and interpreting operational metrics, KPIs, SLAs, dashboards, and reporting to inform decisions and improve service outcomes
Strong analytical, problem-solving, and root cause analysis skills with the ability to translate insights into actionable process improvements and recommendations
Excellent facilitation, communication, training, and stakeholder engagement skills, with the ability to influence at leadership and operational levels
Strong leadership, collaboration, prioritization, and time management abilities, including the ability to manage competing priorities in a fast-paced environment

Responsibilities

Manage and continuously improve core ITSM practices, including Incident, Problem, Change, Knowledge, Service Catalog, and related service management processes
Maintain ITSM policies, procedures, standards, and governance routines to support consistent and scalable service delivery
Track, analyze, and report on KPIs, SLAs, OLAs, dashboards, and service performance metrics to assess process effectiveness and identify improvement opportunities
Coordinate root cause analysis, process reviews, service reviews, and continual service improvement activities that address recurring issues and improve operational outcomes
Support cross-functional adoption of ITIL best practices by partnering with process owners and operational teams to ensure consistent execution across IT
Facilitate workshops, training sessions, and stakeholder forums to promote process awareness, adherence, accountability, and sustained improvement
Use data, governance routines, and performance insights to reinforce accountability and drive measurable improvements in service quality and reliability
Partner with IT and business stakeholders to align service management practices with organizational priorities, risk considerations, audit requirements, and operational goals
Provide guidance, prioritization, and support to team members, process owners, and cross-functional contributors involved in ITSM processes and service improvement activities
Serve as an escalation point for service management-related issues, process exceptions, governance questions, and stakeholder concerns