ITSM Manager (Swing Shift)

The ITSM Manager coordinates closely with Infrastructure leadership to ITSM capability and platform maturity. The role supports ITSM strategy, management frameworks and best practices aligned with ITIL principles; directs the ITSM operations team (ITSM Senior Analyst, SACM Engineer and Service Desk leadership); and ensures consistent execution of Incident, Major Incident, Problem, Change and Service Asset Configuration Management (SACM) processes. The role supports the ServiceNow ITSM platform strategy, configuration and platform performance optimization in with ITSM leadership, and drives adoption and process maturity through measurement, continuous improvement and engagement across IT operations, security, applications and the business. The ITSM Manager is the escalation manager for process decisions, leads ITSM forums and manages service management operational metrics including mean time to resolution (MTTR), Service Level Agreement (SLA) attainment, major incident frequency and severity, and first-contact resolution effectiveness. This is a critical leader role requiring deep ITSM expertise, strong team leadership, strategic thinking, and the ability to drive change.

Key Responsibilities / Deliverables

ITSM Strategic Leadership & Team Management

· Provide direction and oversight of ITSM practices across the service in coordination with IT leadership.

· Lead, mentor and develop the ITSM operations team, including the ITSM Senior Analyst, SACM Engineer and Service Desk Shift Leads, setting performance expectations, conducting evaluations and supporting professional development.

· Set standards for ITSM operational excellence covering incident response quality, problem-solving discipline, change management rigor and asset oversight.

· Establish frameworks, decision-making structures and escalation protocols that ensure consistent, auditable execution of ITSM processes.

· Drive ITSM capability assessment and the maturity roadmap in alignment with organizational strategy and ITIL best practice.

ITSM Process Governance & Continuous Improvement

· Oversee the ITSM process architecture across Incident, Major Incident, Problem and Change Management, Service Catalog and Request Fulfilment.

· Establish process standards, controls and policies aligned with ITIL 4 practices and organizational compliance requirements.

· Lead monthly service reviews and the Continuous Service Improvement (CSI) register to track key metrics and improvement initiatives.

· Oversee escalation reviews and major incident post-incident reviews (PIRs) to drive root cause analysis discipline and sustained process compliance.

· Monitor ITSM metrics (MTTA, MTTR, SLA attainment, reopen rates, repeat incidents, major incident frequency) and recommend process enhancements.

ServiceNow ITSM Platform Strategy & Governance

· Support the execution ServiceNow ITSM platform strategy with ServiceNow architects to drive adoption, capability enhancement and operational optimization.

· Ensure platform configuration aligns with approved ITSM process designs and governance standards.

· Oversee CMDB and IT Asset Management (ITAM) governance to maintain data quality, integrity and accuracy as the authoritative system of record.

· Lead platform performance optimization, user experience improvements, automation initiatives and governance controls.

· Collaborate with technical teams on platform upgrades, new module implementations and configuration changes supporting ITSM and wider IT operations transformation.

Stakeholder Engagement, Communication & Change Leadership

· Serve as the primary escalation point and executive interface for ITSM governance, policy decisions and incident response coordination with IT leadership, infrastructure, security, applications and business stakeholders.

· Lead ITSM communications and adoption initiatives to build understanding of and commitment to service management practices.

· Drive organizational change in ITSM practices through communications, training, process enablement and demonstrated leadership during major incidents and transformation initiatives.

· Coordinate and support strategic initiatives, platform roadmap alignment and global processes.

· Build relationships and influence.

Audit Readiness, Compliance & Risk Management

· Ensure ITSM oversight , process controls and platform configurations align with applicable audit frameworks including NIST, ISO/IEC 20000, SOX IT General Controls (ITGC) and internal control requirements.

· Lead audit preparation, respond to auditor inquiries, support control walkthroughs and track corrective actions through to closure.

· Maintain auditable records of ITSM decisions, process approvals, change authorizations and problem-solving discipline.

· Manage compliance risk within ITSM domains including incident severity classification, SLA breaches, unauthorized changes and configuration item accuracy.

JOB COMPETENCIES (Skills & Abilities)

· Sets clear direction for ITSM capability and translates organizational strategy into policies, process standards and platform roadmap; builds commitment to ITSM excellence across distributed teams

· ITIL expertise: Deep, pragmatic command of ITIL 4 practices, with the ability to translate framework principles into practical policies and operating procedures that fit organizational context and operational constraints.

· Team leadership and development: Leads, mentors and develops ITSM professionals across multiple disciplines, sets expectations for performance, quality and growth, and builds high-performing teams.

· Incident and change leadership: Holds command presence under pressure, leads major incident bridges and escalation forums with composure, and maintains appropriate stakeholder communication during crisis situations.

· Structured problem-solving: Applies disciplined root cause analysis and holds teams to evidence-based, permanent resolution rather than symptomatic fixes.

· ServiceNow platform: Working command of ServiceNow ITSM configuration, workflow and state models, performance optimization and controls, sufficient to guide technical teams on design decisions.

· Technical knowledge: ITSM process architecture across incident, major incident, problem, change and asset management; CMDB architecture, CI data models, relationships and data quality; ITAM, SAM and HAM lifecycle governance; ITOM capabilities and their integration with ITSM; and IT compliance frameworks (NIST, ISO/IEC 20000, SOX ITGC).

· Change management and organizational leadership: Challenges entrenched practice, influences adoption of new standards, manages resistance professionally and sustains working relationships through transformation.

· Data-driven decision making: Defines meaningful KPIs and service management metrics, analyses performance data and trends, and translates insight into measurable improvement.

· Stakeholder engagement: Builds alignment and consensus across IT operations, security, applications and business stakeholders, and manages expectations with executive and technical audiences.

· Documentation and audit discipline: Establishes documentation standards, SOPs, runbooks and audit-ready evidence, so that governance decisions and control execution remain auditable.

· Communication: Clear, concise and audience-appropriate written and verbal communication in English across executive, technical and end-user audiences, including the ability to lead workshops and forums.

· Influence and accountability: Drives outcomes, takes full ownership of ITSM performance and improvement objectives, and manages a broad scope of competing demands.

MINIMUM QUALIFICATIONS (Knowledge & Experience)

· Engineering, Computer Science or a related field. (Required)

· ITIL 4 Foundation and ITIL 4 Practitioner (Service Management Operations or Change Management). (Required)

· ServiceNow Certified Implementation Specialist (CIS-ITSM) or equivalent ServiceNow platform administration certification. (Required)

· COBIT 2019 Foundation, ISO/IEC 20000 Service Management Systems certification, or ServiceNow Certified Administrator (CSA). (Preferred)

· 8+ years of progressive experience in IT Service Management, with a track record of leading ITSM transformation, process design and implementation, service management governance and team leadership. (Required)

· 5+ years as an ITSM process owner, senior analyst or management-level role directing service management operations. (Required)

· Demonstrated experience designing and implementing Incident, Major Incident and Problem Management practices across multiple business units or geographies. (Required)

· 3+ years in a formal supervisory or team lead role managing IT service management professionals. (Required)

· Experience supporting ITSM maturity initiatives or service management platform transformation programs. (Required)

· Expert-level command of ITIL 4 practices and service management frameworks, including the ability to translate control requirements into operating procedures. (Required)

· Strong working knowledge of ServiceNow ITSM as a platform architect and administrator, covering workflow and state models, priority matrices, assignment and escalation design, SLA/OLA definitions, integration patterns and operational reporting. (Required)

· Comprehensive understanding of CMDB governance, CI data models and relationships, and software and hardware asset management (SAM/HAM) processes. (Required)

· Knowledge of IT compliance and audit frameworks (NIST, SOX ITGC), with familiarity with COBIT governance objectives and ISO/IEC 20000 requirements. (Required)

· Experience managing ITSM operations within global or multi-site enterprise organizations (5,000+ employees) with distributed business units, user bases and IT delivery models. (Required)

· Demonstrated success implementing ITSM practices across follow-the-sun support models or geographically distributed teams. (Required)

· Experience in regulated or audit-driven environments, including exposure to SOX, ITGC, ISO/IEC 20000 or equivalent control frameworks. (Required)

· Experience working across matrix-structured IT environments with reporting relationships to multiple stakeholders or global leaders. (Required)

· Familiarity with IT service management practices in India-based offshore delivery operations, Global Capability Centres, captive centres or outsourced IT service provider organizations. (Preferred)

· Any suitable combination of education, training or experience is acceptable.

Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.