#LI-AM1 #LI-Hybrid #CBIZAdvisory
We are seeking an experienced
Manager, IT Service Management (ITSM)
to lead and support ITIL-based service management practices within a mid-to-large organization. This role is responsible for improving ITSM processes, supporting governance routines, monitoring service performance, and ensuring IT services are aligned with business needs, operational priorities, and compliance expectations.
The Manager, IT Service Management will work closely with IT leadership, business stakeholders, and cross-functional teams to strengthen process discipline, promote accountability, support continual improvement, and deliver a consistent, high-quality service experience across the organization.
Essential Functions and Primary Duties
- Manage and continuously improve core ITSM practices, including Incident, Problem, Change, Knowledge, Service Catalog, and related service management processes
- Maintain ITSM policies, procedures, standards, and governance routines to support consistent and scalable service delivery
- Track, analyze, and report on KPIs, SLAs, OLAs, dashboards, and service performance metrics to assess process effectiveness and identify improvement opportunities
- Coordinate root cause analysis, process reviews, service reviews, and continual service improvement activities that address recurring issues and improve operational outcomes
- Support cross-functional adoption of ITIL best practices by partnering with process owners and operational teams to ensure consistent execution across IT
- Facilitate workshops, training sessions, and stakeholder forums to promote process awareness, adherence, accountability, and sustained improvement
- Use data, governance routines, and performance insights to reinforce accountability and drive measurable improvements in service quality and reliability
- Partner with IT and business stakeholders to align service management practices with organizational priorities, risk considerations, audit requirements, and operational goals
- Provide guidance, prioritization, and support to team members, process owners, and cross-functional contributors involved in ITSM processes and service improvement activities
- Serve as an escalation point for service management-related issues, process exceptions, governance questions, and stakeholder concerns
Preferred Qualifications
- 7+ years of progressive experience in IT Service Management, IT Operations, or related technology service delivery roles, including experience supporting process governance and service improvement initiatives
- ITIL® 4 Foundation Certification required; advanced ITIL certifications preferred
- Demonstrated success implementing, governing, and improving ITSM practices across mid-to-large, complex, or matrixed organizations
- Strong experience owning, maturing, and integrating ITIL practices, including Incident, Problem, Change, Knowledge, Service Catalog, and continual improvement processes
- Experience building and interpreting operational metrics, KPIs, SLAs, dashboards, and reporting to inform decisions and improve service outcomes
- Strong analytical, problem-solving, and root cause analysis skills with the ability to translate insights into actionable process improvements and recommendations
- Excellent facilitation, communication, training, and stakeholder engagement skills, with the ability to influence at leadership and operational levels
- Strong leadership, collaboration, prioritization, and time management abilities, including the ability to manage competing priorities in a fast-paced environment
Minimum Qualifications
- Bachelor’s degree or equivalent experience required
- At least 6 years of related experience required
- Minimum 3 years of supervisory experience required
- A degree in Information Technology, Computer Systems Analysis, or Management Information Systems is preferred
- PMP preferred
- Demonstrated knowledge of healthcare industry regulations, policies, and procedures
- Demonstrated knowledge and experience working with business stakeholders and leaders, IT project planning, delivery, and execution using Traditional and Agile SDLC methodologies
- Experience with VSTS, Jira, and/or other team/project collaboration tools
- Ability to work in and lead a team, while communicating and coordinating with peer teams
- Ability to formulate, document and recommend new policies and procedures
- Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
- Ability to travel as required by business and on-call availability
- Ability to lift up to 50lbs
