Manager Platform Engineering - IT Service Management (ITSM)

Newrez LLC•Coppell, TX

1d•Onsite

About The Position

The Manager Platform Engineering - IT Service Management (ITSM) is a front-line leader responsible for the execution, operational health, and continuous improvement of IT service management platforms and processes. This role partners closely with Platform Engineering, SRE, Security, and Application teams to ensure ITSM capabilities enable reliable service delivery, safe change, and operational transparency at scale. This role focuses on day-to-day leadership, delivery execution, and platform outcomes across ITSM domains such as Change Enablement, Incident & Problem Management, Asset & Configuration Data (CMDB), and ServiceNow platform operations. The Manager translates enterprise ITSM strategy into operational results while building strong teams, predictable execution, and trusted data.

Requirements

Bachelor’s degree in computer science, information Systems or related field.
6-8 years of experience.
1+ year leadership experience.
Experience leading ITSM, platform, or operations teams.
Strong understanding of ITIL-based practices and modern ITSM platforms.
Experience with ServiceNow or comparable ITSM platforms.
Strong execution mindset and operational leadership skills.
Strong verbal communication skills; strong writing and composition abilities.
Strong interpersonal skills with the ability to develop and maintain effective and professional relationships across the organization and with customers.
Strong influencing and negotiation skills; consultative and collaborative work style.
High learning agility with the ability to learn and integrate business variables and learn new systems and platforms.
Strong analytical skills & problem-solving abilities; solid decision-making abilities coupled with sound judgment.
Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment.
Self-directed and comfortable working with ambiguity and uncertainty.
High degree of professional maturity, integrity, ability to maintain confidential data and information.
High degree of business acumen; strong technical aptitude.
Employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator.

Responsibilities

Lead, coach, and develop ITSM engineers, analysts, and platform specialists.
Establish clear accountability, priorities, and expectations for ITSM delivery.
Foster a culture of ownership, learning, and operational discipline.
Own execution for ITSM platforms and workflows, including ServiceNow.
Ensure stability, reliability, and performance of ITSM tooling.
Drive standardization, automation, and reduction of manual processes.
Ensure ITSM processes support reliable production operations and platform engineering needs.
Lead operational reviews, metrics, and continuous improvement initiatives.
Partner with Change, Incident, Problem, and SRE teams to reduce risk and incident recurrence.
Ensure accuracy, completeness, and trust in ITSM data including CMDB and asset records.
Use metrics and scorecards to drive accountability and informed decision-making.
Partner with Platform Engineering, Application Engineering, Security, and IT Operations.
Act as a point of coordination between ITSM process owners and engineering teams.
Ability to effectively and accurately convey information to others.
Performs related duties as assigned by management.