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Job TitleSenior Manager, IT Service Management - Remote
Requisition NumberR8016 Senior Manager, IT Service Management - Remote (Open)
LocationArizona - Home Teleworkers
Additional LocationsJob InformationWe are actively hiring for a Senior Manager, IT Service Management - Remote
Your Role: The Senior Manager, IT Service Management leads the strategy, governance, execution, and continual improvement of enterprise IT service management practices and the teams responsible for reliable technology service delivery.
Working across technology, Security, Risk, and business teams, you will establish practical, measurable ITSM standards aligned with business priorities, customer experience, operational risk, and organizational objectives.
The role provides leadership across Incident and Major Incident, Problem, Change Enablement, Configuration, IT Asset, Knowledge, Service Level, Catalog and Request Management, and continual improvement while developing team capability and aligning resources to priority needs.
Your Work: ITSM Strategy and Governance- Lead the organizations ITSM strategy, roadmap, operating model, governance framework, and process maturity priorities.
- Define and maintain ITSM policies, standards, controls, roles, decision rights, accountability models, governance forums, and operating rhythms.
- Work with IT and business leaders to align service management with customer needs, technology strategy, regulatory requirements, operational risk, and business outcomes.
- Assess process maturity and prioritize improvements based on business value, risk, operational need, and organizational readiness.
- Promote consistent adoption with appropriate flexibility for delivery models and represent ITSM priorities in technology planning, architecture, operations, audit, risk, and transformation discussions.
Incident and Major Incident Management- Provide governance for Incident and Major Incident Management, including standards for identification, prioritization, critical issue, communication, resolution, closure, and follow-up.
- Ensure major incidents follow a consistent operating model that supports timely service restoration, clear communication, and fact-based post-incident reviews.
- Connect corrective actions to Problem Management, Change Management, and continual improvement, addressing technology, monitoring, documentation, process, and organizational gaps.
- Monitor incident trends, recurring disruptions, business impact, resolution performance, and process alignment; collaborate across technology teams to strengthen resilience.
- Provide leadership with clear reporting on major incidents, recurring issues, restoration performance, and improvement progress.
Problem Management- Lead proactive and reactive Problem Management, including identification, prioritization, investigation, root cause analysis, known errors, corrective actions, and closure.
- Maintain a structured backlog prioritized by business impact, recurrence, operational risk, and improvement value.
- Ensure qualifying major and recurring incidents create appropriate problem records, reviews, and tracked corrective actions with clear accountability.
- Use incident, event, change, configuration, and service performance data to identify patterns and proactive interventions.
- Report on root cause themes, corrective action aging, recurring incidents, and reductions in operational impact.
IT Change Management- Provide governance for Change Management and maintain risk-based standards for normal, standard, emergency, and automated changes.
- Evolve Change Advisory Board practices to focus on material risk, complexity, scheduling conflicts, and business readiness.
- Work with engineering and product teams to support Agile, DevOps, cloud, and continuous delivery through automation, standardized models, policy-driven controls, and pipeline integration.
- Monitor change success, failures, unauthorized and emergency changes, compliance, and change-related incidents.
- Lead improvements arising from audits, controls, and operational findings while balancing effective risk management with timely delivery.
Service Configuration and IT Asset Management- Lead governance for the Service Configuration Management and IT Asset Management standards, with clear policies, standards, controls, roles, ownership, and performance measures.
- Ensure accurate and reliable information about services, configuration items, and their relationships is available when and where needed to support service delivery and decision-making.
- Oversee the full lifecycle of IT assets to improve value, control costs, handle risk, maintain compliance, and support effective acquisition, use, maintenance, and retirement.
- Work with ServiceNow Engineering, architecture, infrastructure, applications, Security, and data owners to improve CMDB and asset data accuracy, completeness, reconciliation, relationships, and accountability.
- Advance CSDM and service mapping to connect configuration items and assets with business and technical services, enabling incident impact analysis, change risk assessment, resilience, audit readiness, reporting, and automation.
- Establish the data quality, ownership, governance, and lifecycle controls needed to prepare configuration and asset data for responsible AI use, and work with ServiceNow Engineering, Data, Security, and Architecture to prioritize, implement, validate, and monitor AI-enabled capabilities that improve discovery, reconciliation, data quality, impact analysis, risk identification, and lifecycle decision-making.
- Communicate risks, improvement priorities, and resource needs while coordinating with ServiceNow Engineering and maintaining clear process, data, and platform accountability.
Request, Catalog, and Knowledge Management- Lead strategy and governance for request fulfillment, the organizational service catalog, and Knowledge Management.
- Establish standards for service definitions, offerings, intake, approvals, fulfillment, ownership, measurement, lifecycle management, and knowledge creation, review, publishing, feedback, quality, and retirement.
- Work across business, technology, ServiceNow Engineering, and Identity and Access Management to simplify and automate employee requests and remove redundant steps, manual handoffs, unnecessary approvals, and unclear ownership.
- Ensure catalog improvements balance business value, customer experience, controls, fulfillment feasibility, and platform sustainability.
- Promote knowledge-centered practices that strengthen self-service, accelerate resolution, reduce repeat contacts, and prepare Incident, Request, Catalog, and Knowledge processes for responsible AI-assisted search, triage, recommendations, and automation.
Service Levels, Measurement, and Continual Improvement- Establish the approach for defining, negotiating, measuring, and reporting service levels, operational agreements, targets, and ITSM key performance indicators.
- Work with service owners and business to ensure measures are meaningful, achievable, and tied to customer and business outcomes.
- Develop actionable dashboards and executive reporting covering service health, process performance, customer experience, operational risk, trends, dependencies, and improvement progress.
- Sustain improvements through clear ownership, documented standards, training, adoption support, consistent review and measurable outcomes.
AI, Automation, and AIOps Enablement- Work with ServiceNow Engineering, Platform Engineering, Security, Risk, Data, and Architecture to govern AI-assisted and automated ITSM activities.
- Define process requirements, decision criteria, human review, escalation, and controls for AI-enabled service management.
- Prioritize automation and AI opportunities across incident classification and routing, knowledge recommendations, problem identification, change risk, reporting, and self-service.
- Ensure AI-enabled changes are measurable, explainable, auditable, and aligned with data handling, security, risk, and responsible AI requirements.
- Work with observability and platform teams to improve event, monitoring, service, and configuration data flows and establish the maturity, data quality, ownership, and governance needed for AIOps.
- Monitor effectiveness and recommend adjustments based on service quality, operational risk, adoption, and business value.
People Leadership and Organizational Capability- Lead, coach, develop, and retain a high-performing, collaborative, accountable, inclusive, and customer-focused team of ITSM professionals and process leaders.
- Set clear responsibilities, expectations, development goals, measurable outcomes, succession plans, and career pathways.
- Prioritize engineering decisions and balance strategic improvements with operational responsibilities, audits, interested party needs, regulatory commitments, process maturity, available capacity, and unplanned demand.
- Build capability across ITIL, process governance, data analysis, customer experience, facilitation, consulting, automation, leadership, and AI-enabled service management.
- Coordinate internal employees, contractors, consultants, offshore resources, and cross-functional partners through an operating rhythm that supports clear priorities, timely decisions, workload visibility, risk escalation, and consistent delivery.
Stakeholder and Partner Management- Build partnerships across executive, business, technology, operations, and control functions to align service ownership, priorities, risk decisions, adoption, and improvement investments.
- Translate operational issues and performance data into clear business impacts, recommendations, and decision points that matures enterprise standards.
- Work with ServiceNow Engineering to convert approved process requirements into prioritized platform capabilities while maintaining clear process and platform accountability.
- Coordinate with vendors, consultants, Risk, Compliance, Audit, and Security; provide the Director with performance insights, risks, demand and capacity needs, and remediation status to support resource, financial, and investment decisions.
Required Experience, Education and Skills- 10+ years of progressive IT leadership experience in large enterprise environments
- Proven ability to lead others directly or indirectly, as demonstrated through 3+ years of leading teams, enterprise-wide programs, or large cross-functional programs.
- Experience leading ITSM strategy, governance, and service delivery teams
- Deep knowledge of ITIL practices and enterprise service management
- Proven success leading through influence in matrixed organizations
- Bachelor's degree or equivalent experience
What would make us excited about you?- MBA or other advanced degree
- Financial services or relevant industry experience (some combination of Insurance or financial services, automotive services, and/or travel services).Soft skills
- Creates a collaborative, inclusive and psychologically safe environment, demonstrating authenticity and fostering trust to inspire and empower team members and colleagues
- Actively shapes our company culture through words and actions (e.g., supporting employee resource groups, mentoring employees, volunteering, joining cross-functional projects, encouraging team member involvement in these activities)
- Champions our cultural norms (e.g., willing to have cameras when it matters: interviewing candidates, building relationships with team members, etc.)
- Translates our strategy and priorities for their team members to connect to the bigger picture
- Demonstrates a company ownership mindset, thinking beyond boundaries of their own area
- Travels as needed for role, including meetings, divisional / team meetings, and other in-person meetings
- Fulfills business needs, which may include investing extra time, helping other teams, etc
Please note we are hiring for this role remote anywhere in the United States with the following exceptions: Hawaii and Alaska.
