The Manager, IT Service Management & Delivery is a strategic leader responsible for defining and executing a roadmap that standardizes, simplifies, and automates how work flows across IT. By establishing scalable, integrated digital workflows, this leader will enable automation at scale, increase visibility across teams, reduce friction in service delivery, and position the organization for AI-enabled capabilities.
Owning the ServiceNow platform roadmap for IT, this role drives process maturity across the full ITSM lifecycle - Incident, Problem, Change, Knowledge, and CMDB - while championing continuous improvement and operational excellence. This is a transformation role, not a steady-state one: the expectation is to elevate how IT operates, not simply manage what already exists.
Required Education and Experience
• Bachelor's degree in Information Technology, Computer Science, Business, or equivalent combination of education and experience.
• 7+ years of progressive IT experience; 3+ years managing technical or operational teams.
• Demonstrated expertise in ITIL v3/v4 frameworks - designing and maturing Incident, Problem, Change, Knowledge, and CMDB processes, not just operating them.
• Proven experience owning or contributing to a ServiceNow platform roadmap, including ITSM module configuration and workflow design.
• Track record of advancing process maturity: assessing current state, defining targets, and executing improvement roadmaps with measurable outcomes.
• Strong background in workflow automation, service integration, and building scalable digital operations.
• Experience defining and managing SLAs, KPIs, and operational dashboards; data-driven approach to continuous improvement.
Required Credentials
• N/A
Preferred
• ITIL Foundation certification (v3 or v4).
• ITIL Practitioner, Managing Professional, or Strategic Leader designation.
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS).
• Familiarity with ServiceNow AI/automation capabilities: Flow Designer, Predictive Intelligence, Virtual Agent.
• Agile or product management experience as applied to platform delivery.
Compensation Range
$146,572.00 - $219,858.00 per year
Salary Information
This compensation range was calculated based on full-time employment (2080 hours worked per calendar year). Offers are determined by multiple factors including equity, skills, experience, and expertise, and may vary within the range provided.
Disclaimer for Out of State Applicants
This compensation range is specific to Seattle, positions located outside of Seattle may be compensated differently depending on various factors
Benefits Information
Seattle Children's offers a generous benefit package, including medical, dental, and vision plans, 403(b), life insurance, paid time off, tuition reimbursement, and more. Additional details on our benefits can be found on our website www.seattlechildrens.org/careers/benefits.
