Senior Manager – IT Service Management & End User Services
About The Position
Barnes Aerospace is seeking a Senior Manager, IT Service Management & End User Services to join its team. This is a key leadership role responsible for shaping and continuously improving Barnes Aerospace’s global IT service delivery and end user experience. Reporting to the Director of Infrastructure, this role owns global ITSM governance, ServiceNow optimization, SLA performance, and end user computing services across all regions. The position partners closely with IT, cybersecurity, infrastructure, site leaders, and managed service providers (MSPs) to ensure IT services are reliable, measurable, and aligned with business priorities. This leader will drive operational excellence, incident reduction, automation, and a culture of proactive service delivery. If you’re interested in working with a dynamic team to identify and capture new business opportunities that advance BA’s short and longer-term growth strategy, please submit your name and credentials for further consideration.
Requirements
- 10+ years of progressive IT experience, including 5+ years in ITSM or End User Services leadership roles (Manufacturing or aerospace industry experience preferred)
- Experience managing MSP/vendor relationships in hybrid delivery models
- Bachelor’s degree in IT, Business, Computer Science, or related discipline
- ITIL v4 certification required; ServiceNow certification a plus.
Nice To Haves
- Manufacturing or aerospace experience preferred
- ServiceNow certification a plus
Responsibilities
- Lead governance and continuous improvement of ITIL-based processes (Incident, Problem, Change, Request).
- Own and evolve the ServiceNow roadmap, automation strategy, and workflow optimization.
- Establish and report on SLAs, KPIs, and CSAT metrics globally.
- Partner with MSPs to ensure enterprise-aligned service delivery standards.
- Oversee global end user computing (desktops, laptops, collaboration tools, mobility).
- Improve device performance, self-service capabilities, and digital workplace experience.
- Ensure consistent service delivery across all time zones and manufacturing sites.
- Drive proactive support and standardized practices with service partners.
- Monitor service trends, conduct root cause analysis, and reduce recurring incidents.
- Enhance knowledge management and service catalog capabilities.
- Lead automation and process simplification initiatives through ServiceNow and ITSM tools.
- Collaborate with site IT leads, GMs, infrastructure, applications, and cybersecurity teams.
- Support major incident management and business continuity processes.
- Communicate performance metrics and service improvements to leadership.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
