Owns and governs the ITSM practice design and operating model aligned to ITIL best practices.
Establishes and maintains ITSM governance cadence, forums, and decision rights.
Ensures consistent application of ITIL processes across the enterprise.
Serves as the senior escalation point for ITSM process exceptions and risks.
Oversees Incident, Change, and Problem Management practices, ensuring risk-based decision-making, timely remediation, and effective root cause analysis.
Provides oversight of the Change Control Board (CCB) and is accountable for enterprise change governance, approval decisions, and change outcomes.
Ensures change activity supports service availability, information security, and business continuity objectives.
Leads SOX IT General Counsels (ITGCs) audit readiness for the IT organization.
Responsible for defining and enforcing evidence standards, documentation requirements, and audit artifacts.
Owns ITSM data and knowledge governance, including CMDB and service model integrity.
Defines and owns ITSM KPIs, performance metrics, and dashboards.
Partners with IT leadership to define and track IT modernization metrics.
Provides functional leadership to ITSM practice roles, including mentorship and development of ITSM leaders and practitioners.

Bachelor’s degree in computer science, Information Technology, or a related field.
Minimum of 10 years of experience in IT Service Management, IT Operations, or IT Governance.
Strong working knowledge of ITIL practices (ITIL v3 or v4).
Demonstrated experience with Incident Management, Change Management, Problem Management, and CMDB governance.
Strong working knowledge of SOX ITGCs or regulated IT controls.
Experience defining and operating metric-driven governance models.
Ability to lead through influence across technical and non-technical teams.
ITIL certification (Intermediate, Managing Professional, or equivalent) preferred.
Experience in leading IT organization-wide SOX Compliance Readiness for ITGCs preferred.
Experience supporting large-scale IT modernization or transformation initiatives preferred.
Experience partnering with Internal Audit, Security, and Compliance teams preferred.
Strong executive communication and facilitation skills preferred.

Comprehensive benefits package with immediate eligibility including medical, dental, vision, disability, life insurance, and adoption benefits.
Parental leave is available after one year.
Optional employee-paid programs include supplemental life insurance, critical illness, hospital indemnity, and accident insurance.
401(k) plan with company matching contributions.
80 hours (10 days) of company designated holidays per year plus an annual allotment of paid time off.

Senior Manager, IT Service Management

Key skills