The IT Service Management Manager manages team members that implement, manage, and/or coordinate Information Technology Service Management (ITSM) practices that add value to the delivery of services and products for internal and external users. Using strong ITSM knowledge, this individual works with IT and Business personnel to achieve the goals defined for the practices. ITSM practices may include, but are not limited to, Incident; Problem; Change; Event; Knowledge; Configuration; Service Level; Asset; Service Catalog; and Measurement and Reporting

This is a remote position, and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Lenexa, KS; Springfield, MO; Monett, MO; Louisville, KY; Birmingham, AL; Cedar Falls, IA; or Charlotte, NC.

This position is not eligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H-1B, PERM). All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

What you'll be responsible for:
• Provide strategic leadership and oversight for enterprise IT Service Management (ITSM) capabilities, ensuring alignment to business objectives
• Partner with stakeholders to define and execute ITSM roadmaps, driving delivery of prioritized initiatives
• Build and maintain strong relationships with business leaders, service owners, and product teams to promote ITSM adoption and value realization
• Champion transformational change by embedding practical, scalable ITSM practices across the organization
• Define, enhance, and continuously improve ITSM processes based on business needs, performance data, and industry best practices
• Ensure effective integration of ITSM processes with supporting tools and technologies
• Stay current on service management trends and innovations to modernize capabilities
• Establish and manage performance frameworks, including KPIs, SLAs, OLAs, and dashboards to measure outcomes and drive accountability
• Deliver clear, data-driven reporting to provide transparency into operational performance and ROI
• Lead change management governance, ensuring changes are assessed, approved, and implemented with minimal risk and disruption to production environments
• Enforce adherence to ITSM policies, standards, and procedures across the service lifecycle
• Develop and present business cases, financial justifications, and executive communications to support ITSM initiatives and investments
• Support financial planning activities, including cost estimation, budget oversight, and resource allocation
• Oversee workforce planning and staffing to ensure service levels and operational objectives are consistently achieved
• May perform other duties as assigned.

What you'll need to have:
• A minimum of 7 years of experience of IT operations and/or service management in large-scale IT organizations.
• A Minimum of 4 years of people leadership experience, managing direct reports.
• A minimum of 3 years of experience working with ServiceNow, including change and service management within a ServiceNow environment.
• A minimum of 3 years of any or all of the following: change enablement, IT performance management, service portfolio management.
• Experience developing, evaluating, and communicating KPIs in an enterprise technology environment.
• Experience collaborating with stakeholders and users on changes to enterprise IT infrastructure.
• Ability to travel up to 15% for business meetings and conferences.

What would be nice for you to have:
• Has a good understanding of industry ITSM principles, techniques (i.e. ITIL, COBIT, Agile, DevOps, SRE) and, demonstrated experience in practically applying that to an organization.
• Demonstrates professional communication and organization skills.
• Possesses an analytical mindset focused on critical thinking and problem solving.
• Able to analyze processes and identify recommendations for improvement.
• ITIL Foundation or Expert certification.
• Knowledge of change management methodology.
• Knowledge of COBIT.
• Excellent presentation, time management, and collaboration skills.
• Ability to take initiative and work collaboratively to implement change.
• Bachelor's degree.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.