Manager, IT Service Management (ITSM)

PACCAR   •  

Renton, WA

Industry: Automotive


5 - 7 years

Posted 32 days ago

This job is no longer available.

Requisition Summary

We are looking for an energetic, personable and high-impact leader for the IT Division’s global service management practice. This role requires a leader who can drive our service management vision and practice by implementing best-in-class solutions to support our diverse global business teams. The Manager of IT Service Management will collaborate with a global team to help define and implement solutions to support our business. The Manager is responsible for the global processes and procedures for service delivery, change, problem, and incident management. This position interacts with business teams to understand service level agreements, manages the overall change practice and constantly works to improve all aspects of the global service management practice.

Job Functions / Responsibilities

  • Lead a global practice with a diverse set of skills, cultures and technical expertise
  • Collaborate with the Global Service Management team, Business Analysts, Global IT Managers and customers to identify and document ITSM requirements
  • Champion continuous improvement for our ITSM systems, service delivery, change, incident, and problem management
  • Report on Service Level Management metrics and Key Performance Indicators (KPIs)
  • Transform business requirements into system specifications
  • Partner with IT Division teams to automate systems workflows to improve overall efficiency
  • Partner with engineering teams to deliver solutions including: maintenance, integrations, upgrades, and new features / modules
  • Provide ad-hoc system support
  • Contribute to user training (as appropriate)
  • Travel up to 10% domestically and internationally
  • Other duties as assigned


  • 5+ years of experience in IT supporting a complex production environment integrated with multiple partners in the research, workaround and resolution of issues
  • 2+ years’ experience implementing, support, and enhancing Cherwell Service Management solutions such as: Incident management, change management, problem management, HR service delivery, knowledge management, asset management, and / or IT operations management
  • Track record of successfully working with cross-functional teams to build and enhance Cherwell capabilities
  • Demonstrated passion for client service, innovation, and teamwork
  • Demonstrated coaching and leadership skills that enhance employee skills and drive employee engagement
  • Strong verbal and written communications skills
  • Solid experience in managing ITIL processes
  • Business Analyst experience desired
  • Flexibility with working hours as required for working with global teams and remote sites
  • Attention to detail, strong work ethic and results orientation
  • Flexibility to support and manage multiple projects/deadlines simultaneously
  • Ability to communicate complex issues clearly and concisely
  • Proven experience leading technical and non-technical teams


  • Bachelor’s degree in Computer Science, Information Systems or other related field required
  • ITIL V2 or V3 certification desired

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability.