About the Role:

The IT Service Manager plays a critical role in overseeing and enhancing the delivery of IT services within the organization to ensure alignment with business objectives and customer needs. This position is responsible for managing the entire lifecycle of IT service management processes, including incident, problem, change, and service level management, to maintain high service quality and operational efficiency. The IT Service Manager collaborates closely with cross-functional teams, vendors, and stakeholders to drive continuous improvement initiatives and implement best practices in IT service delivery. By proactively identifying risks and opportunities, this role ensures that IT services are reliable, scalable, and responsive to evolving business demands. Ultimately, the IT Service Manager is accountable for fostering a customer-centric culture and ensuring that IT services contribute positively to overall organizational success.

This is a unique opportunity for an experienced, hands-on IT Service Manager to build the ITSM capability from the ground up - standing up modern processes and tooling, and using AI and automation as a first-class design principle rather than a bolt-on afterthought.

The role is best suited to a true problem solver: someone energized by building in a low-maturity environment, comfortable defining structure where little exists today, and relentlessly focused on measurable outcomes rather than process for its own sake.

This is also a people leadership role: you'll manage a team of IT Service Specialists based across HuFriedyGroup's facilities, and you'll own the Routine Management KPI framework not just for ITSM, but for the broader Enterprise Technology organization.

Responsibilities:

Team Leadership & Global Consistency

• Lead, coach, and develop a team of IT Service Specialists located across HuFriedyGroup's facilities, ensuring consistent coverage, quality, and accountability regardless of site.
• Think and act globally: standardizing categorization, processes, and service levels across locations while remaining sensitive to local site needs and time zones.
• Set clear goals, workload balance, and performance expectations for the team; build a bench of talent and growth paths as the ITSM function matures.

Build the ITSM Foundation

• Design and stand up core ITSM processes from scratch - replacing the current "email-a-mailbox" model with a structured intake, categorization, prioritization, and routing framework.
• Select, implement, and own an ITSM platform/tool that gives HuFriedyGroup direct visibility into ticket volume, type, and trend.
• Establish foundational incident, request, change, and problem management processes aligned to ITIL principles that are scoped and right-sized for the organization.
• Define clear service levels (SLAs/OLAs), escalation paths, and ownership so issues are resolved predictably instead of informally.

Automation & AI-First Modernization

• Champion an automation- and AI-first strategy from day one - using AI-assisted triage/categorization, virtual agents, and workflow orchestration so new processes are lean and self-service by design
• Partner with IT, engineering, and business stakeholders to embed automation directly into support and delivery workflows, reducing manual handling and human error.
• Continuously identify opportunities to replace manual, low-value steps with preventative and detective automated controls as the function matures.

Problem Management & Continuous Improvement

• Stand up a formal problem management practice by connecting recurring incidents to root cause analysis and driving fixes that permanently reduce ticket volume
• Act as a hands-on, outcome-focused problem solver
• Continuously optimize processes for speed and quality as adoption grows, reducing friction and manual effort over time.

Metrics, Insights & Value Realization

• Define and stand up HuFriedyGroup's first meaningful ITSM KPIs and experience metrics (e.g., ticket volume and category trends, MTTR, backlog, recurring-issue rates).
• Build and sponsor dashboards and automated reporting that enable daily/weekly operational management
• Own the Routine Management KPI framework for the broader Enterprise Technology group - establishing consistent daily/weekly/monthly management routines, tiered huddles, and visual performance tracking that extend beyond ITSM to the wider technology organization.
• Use data to continuously refine categorization, routing, and process design as real usage patterns emerge.

Collaboration & Influence

• Act as a trusted advisor to IT leadership and business stakeholders as the ITSM function is built and matured.
• Facilitate workshops and working sessions to drive adoption of new tools, processes, and ways of working across a workforce accustomed to informal support.
• Lay the groundwork for a scalable team and operating model, mentoring future ITSM practitioners as the capability grows.

Minimum Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent related experience
• Minimum of 7 years of experience in IT service management, including direct, hand on experience building or significantly maturing an ITSM function from a low maturity baseline
• Hands-on experience selecting and implementing an ITSM/ticketing platform (e.g. ServiceNow, Jira Service Management, Freshservice or similar), including designing ticket categorization taxonomies and core workflows from scratch.
• Working knowledge of IT service management frameworks such as ITIL practices and the judgment to apply them pragmatically rather than by the book.
• Demonstrated experience leveraging AI, automation, or RPA to reduce manual effort within IT service delivery
• Proven people management experience, ideally leading a distributed or multi-site team.
• Excellent communication and stakeholder management skills, with the ability to influence outcomes and drive adoption without direct authority.

Preferred Qualifications:

• Experience in a manufacturing, healthcare/medical device, or other regulated global operating environment is a plus
• Experience with Visual Management practices and an Agile mindset (e.g. visual/kanban boards, tiered daily huddles, sprint-based delivery) is a plus
• ITIL Certification (Foundation required; Intermediate or higher strongly preferred)
• Certifications or demonstrated experience in automation, AI/ML, or RPA tooling
• ITSM platform certification (e.g. ServiceNow) a plus

Skills:

The IT Service Manager utilizes strong leadership and communication skills daily to coordinate teams and engage stakeholders effectively. Analytical skills are essential for monitoring service metrics, identifying trends, and driving continuous improvement initiatives. Proficiency with IT service management frameworks and tools enables the Manager to streamline processes and ensure compliance with best practices. Problem-solving skills are critical when addressing service disruptions and implementing corrective actions promptly. Additionally, project management and vendor management skills support the successful delivery of IT services within budget and timeline constraints.