POSITION SUMMARY:

• The Expert IT Service Management reports to the Senior Director, IT Infrastructure
• Located in Mansfield, MA
• Full-Time
• Hybrid

The IT Service Delivery Manager is the lead facilitator and accountable owner for the delivery, management, and continuous improvement of IT services that support TriMark's business and end-user community. Anchored in ITIL 4 and COBIT, this role establishes service-management standards, owns key ITSM processes (including Incident, Request, Knowledge, and Change Enablement), administers the ServiceNow platform, and partners across IT and the business to ensure services are reliable, measurable, and continuously improving. This is a hands-on, process-leadership role. Success looks like: faster, more predictable service restoration; a maturing ServiceNow platform; a thriving knowledge base and self-service portal; well-governed change with low collision and incident-to-change linkage; and a clear, evidence-based view of service performance shared with IT leadership and the business.

Essential Functions and Responsibilities Service Management and ITIL Process Ownership:

• Own the design, implementation, and continuous improvement of core ITSM processes, including Incident Management, Request Fulfillment, Knowledge Management, Problem Management, and Change Enablement.
• Serve as process owner for Change Enablement: maintain the change policy and risk model, govern the Change Advisory Board (CAB), and chair the CAB or oversee a designated Change Coordinator who facilitates the recurring meeting.
• Maintain and evolve the IT Service Catalog so it accurately represents what IT delivers to the business and how to request it.
• Develop short- and long-term service and process maturity goals; publish a roadmap and report progress to IT leadership.

ServiceNow Platform Administration:

• Act as the primary ServiceNow administrator: configure forms, workflows, business rules, UI policies, notifications, SLAs, assignment rules, and reporting.
• Manage platform health: upgrades, plugin activation, instance hygiene, integrations, and access governance in coordination with IT Security.
• Partner with stakeholders to translate business requirements into well-scoped ServiceNow enhancements; manage a small backlog of platform improvements. Knowledge Management and Self-Service
• Lead the buildout and ongoing curation of the IT Knowledge Base, including authoring standards, review cadence, and retirement of stale content.
• Drive shift-left initiatives that move resolution closer to the user via the Service Portal, knowledge centered service (KCS) practices, and self-service request flows.
• Establish KPIs for knowledge effectiveness (deflection rate, article reuse, first-contact resolution) and report against them. Service Performance, SLAs, and Reporting
• Define and operate SLAs, OLAs, and underpinning contracts; build and publish the dashboards and KPI reporting that show how IT is performing against them.
• Conduct service reviews with internal stakeholders and external suppliers; identify improvement opportunities and own the resulting Service Improvement Plans (SIPs).
• Provide trend analysis on incidents, requests, changes, and platform usage to inform investment and staffing decisions. Vendor and Stakeholder Management
• Manage day-to-day relationships with third-party IT service providers and managed service partners; hold them accountable to contracted SLAs and quality expectations.
• Partner with Infrastructure, Application, Security, and divisional IT teams to deliver a coordinated service experience to the business.
• Represent the service-management function in IT governance forums and provide thought leadership on ITSM strategy and roadmap.

Qualifications & Experience:

• Bachelor's degree in Computer Science, Information Systems, or a related field - or equivalent professional experience.
• Minimum 5 years of corporate IT service delivery experience spanning Service Desk, Deskside / Onsite Support, Identity & Access Management, and Request Fulfillment.
• Minimum 5 years of hands-on ServiceNow administration and ITSM process configuration.
• ITIL 4 Foundation certification.
• ServiceNow Certified System Administrator (CSA).
• Demonstrated experience designing and operating SLAs, OLAs, KPIs, and Critical Success Factors for IT services.
• Demonstrated ability to design and execute Service Improvement Plans (SIPs).
• Experience managing third-party IT service providers and holding them accountable to contracted outcomes.
• Strong written and verbal communication skills, including the ability to present service performance to non-technical stakeholders. Preferred Qualifications
• ITIL 4 Managing Professional or higher certification.
• ServiceNow Certified Implementation Specialist (CIS-ITSM) or Certified Application Developer.
• Experience with Knowledge-Centered Service (KCS) methodology.
• Exposure to COBIT, ISO/IEC 20000, or SOC 2 audit support.
• Experience supporting a multi-site, distributed organization with both corporate and divisional IT functions.
• Familiarity with adjacent ServiceNow modules (HRSD, ITOM, SecOps, or CMDB) is a plus. Competencies
• Service orientation - anchors decisions in user and business outcomes.
• Process discipline - designs repeatable, measurable processes and follows them.
• Analytical rigor - comfortable working with data to find root causes and improvement opportunities.
• Leadership through influence - drives change without direct authority, including with senior stakeholders and external vendors.
• Communication - translates technical service performance into language the business can act on.
• Bias for continuous improvement - sees current state as a baseline, not an endpoint.
• Ability to successfully pass a background check post offer acceptance.

Working Conditions and Physical Requirements:

Hybrid schedule based out of TriMark USA's Mansfield, MA office, with three (3) days per week on-site. Standard business hours of 8:00 AM - 5:00 PM, Monday through Friday, with periodic off-hours availability to support major incidents, change windows, or critical service events. Travel is expected to be up to 10%, primarily to TriMark divisional offices as needed. Standard office environment; prolonged periods of sitting and working at a computer. This job description is intended to describe the general nature and level of work being performed by the incumbent. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

Compensation includes the posted base salary range and does not reflect potential commission, incentive, bonus, or other additional compensation opportunities, where applicable. Total compensation is determined based on experience, skills, internal equity, geographic location, and other job-related compensatory factors.

In addition to base salary, this role will be eligible for participation in TriMark's' benefits programs, including medical, dental, vision, 401K (with employer match), etc. Leadership positions may also qualify for participation in bonus programs commensurate with role and scope of responsibility.