The Sr. Manager, IT Service Management & End User Experience responsible for the strategy, governance, and continuous improvement of enterprise IT Service Management (ITSM) and End User Experience (EUX) capabilities. This role oversees all aspects of end user support services, driving the transformation from reactive service desk operations to a proactive, data-driven, and automation-enabled service delivery model. Reports to Chief Information Security Officer (CISO).

Accountable for designing and operating ITIL v4-aligned processes across the full-service lifecycle-ensuring resilient, secure, scalable, and high-quality services that support business operations and align with enterprise risk and security requirements. Acts as a strategic partner to Information Security, Infrastructure, and business leadership to deliver exceptional digital employee experiences.

What You'll Do:

IT Service Management (ITIL v4 Ownership)

• Own and govern core ITIL processes, including:
  
  • Incident and Major Incident Management
  • Problem Management (root cause analysis and elimination)
  • Change Enablement (risk-based change governance and CAB leadership)
  • Request Fulfillment (service catalog and automation-first design)
  • Knowledge Management (self-service and shift-left strategy)
  • Configuration & Asset Management (CMDB governance and service mapping)
• Define and mature ITSM processes aligned to ITIL v4 frameworks and organizational priorities
• Establish process KPIs, governance models, and continuous improvement cycles

End User Services & Experience

• Lead enterprise end user services strategy (L1-L3 support, field services, endpoint experience)
• Implement and manage Experience Level Agreements (XLAs) in addition to SLAs
• Drive Digital Employee Experience (DEX) monitoring and service quality improvements
• Define endpoint standards including performance, compliance, software deployment, patching, security posture, and usability

Operations & Service Delivery

• Ensure effective delivery of incident and request management to minimize business impact
• Oversee escalation management and major incident response coordination
• Optimize service desk operations for efficiency, consistency, and customer satisfaction
• Establish and maintain SLAs, OLAs, and service performance targets

Automation & Modernization

• Lead automation strategy for ITSM workflows, including AI-driven virtual agents and self-service
• Drive ticket deflection, workflow automation, and proactive issue resolution
• Integrate ITSM platforms with enterprise systems (e.g., identity, endpoint, and security tools)

Security & Compliance Integration

• Partner with Information Security to:
  
  • Embed security incident handling within service desk processes
  • Support identity lifecycle management and access governance
  • Ensure alignment with enterprise security policies and standards
• Support audit readiness and compliance initiatives (e.g., SOC 2, PCI, NIST/CIS frameworks where applicable)

Vendor & Financial Management

• Manage service desk platforms, endpoint tools, and third-party service providers
• Drive vendor performance, contract optimization, and cost efficiency
• Evaluate emerging technologies to improve service delivery capabilities

Data, Reporting & Continuous Improvement

• Develop executive dashboards and reporting for service performance and trends
• Track and improve KPIs such as:
  
  • Mean Time to Restore (MTTR)
  • First Contact Resolution (FCR)
  • Ticket deflection rates
  • Automation coverage
  • Customer satisfaction and experience metrics
• Lead continuous improvement initiatives to reduce incident volume and improve service quality

Leadership & Organizational Development

• Lead and develop multi-tier support teams and managers
• Establish a high-performance, customer-focused service culture
• Partner across IT and business units to align service delivery with operational needs
• Drive training and knowledge-sharing initiatives to enhance end user self-service

What You'll Bring:

• Bachelor's degree in information systems, computer science, or related field
  
  • 10-12+ years of IT experience, including:
  • 5+ years leading service desk or end user services organizations
• Experience driving ITSM transformation or process maturity initiatives
• Strong experience with enterprise ITSM platforms (e.g., ServiceNow, Freshservice, BMC Helix, Jira Service Management)
• Deep expertise in ITIL-aligned processes including incident, problem, change, and request management
• Strong knowledge of Microsoft 365 and enterprise IT platforms, with ability to adopt and optimize new technologies supporting service delivery.
• Experience with endpoint management, device lifecycle management, and identity/access management workflows
• Strong analytical, operational, and leadership skills
• Excellent communication skills with ability to translate technical concepts for business stakeholders

Certifications (Preferred)

• ITIL 4 Managing Professional or ITIL Strategic Leader (required/preferred)
• HDI Support Center Director (or equivalent)
• Security-related certification (preferred for alignment with enterprise security model)
• Lean / Six Sigma - process improvement

Computer Operations

An individual should have a strong knowledge of Microsoft 365, Entra ID, mobile device management including Microsoft Intune and Jamf, and the ability to learn and effectively use software applications in the performance of job duties.

#RHB