ITSM Service Transition Manager
Listed on 2026-08-23
-
IT/Tech
IT Business Analyst, IT Project Manager, IT Consultant, IT Support
Career Opportunities: ITSM Service Transition Manager (19662)
Posting 19662
-Posted
08/20/2026
- Health & Human Services Comm
- Cstmr Srvc Help Desk
- Computer and Mathematical
- Eligible for Telework
-e. $9000 - $10999 per month
Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more.
Explore more details on the Benefits of Working at HHS webpage .
Functional
Title:
ITSM Service Transition Manager
Job Title:Information Technology BA IV
Agency:Health & Human Services Comm
Department:Cstmr Srvc Help Desk
Posting Number:19662
Closing Date:09/19/2026
Posting Audience:Internal and External
Occupational Category:Computer and Mathematical
Salary Range:$9,100.00-$9,500.00
Pay Frequency: Monthly
Salary Group:TEXAS-B-27
Shift:Day
Additional Shift:None
Telework:Eligible for Telework
Travel:Up to 5%
Regular/Temporary:Regular
Full Time/Part Time:Full time
FLSA Exempt/Non-Exempt:Exempt
Facility
Location:
Job Location City:AUSTIN
Job Location Address:701 W 51ST ST
Other Locations:None
MOS Codes: ,8858,14NX,15AX,16KX,181X,182X,1D7X1,255A,25B,26B,62E,681X,682X,781X,782X,CYB
10,CYB
11,ISM
IT,Z Prefix
GENERAL DESCRIPTION:
The ITSM Service Transition Manager serves as a liaison between internal IT teams and business stakeholders and the Service Management Office to drive enhancements and initiatives that align with ITIL and ITSM best practices, specifically focused on our IT Service Delivery & Support service desk teams. This role focuses on identifying business needs, recommending process improvements, and driving continuous service enhancement for the agency and our service delivery teams.
The Transition Manager collaborates with cross-functional teams to ensure the ITSM platform, processes, and policies support business objectives, promotes operational efficiency, and enhances the user experience.
ESSENTIAL JOB FUNCTIONS (EJF):
- Serves as a primary point of contact for ITSM initiatives, engaging with internal IT teams and business units to gather, analyze, and document service needs, translating business requirements into ITIL-aligned process improvements, service designs, or platform enhancements that support enterprise service delivery goals. Facilitates cross-functional collaboration and communication between technical teams and business stakeholders by leading requirements sessions, service reviews, and stakeholder discussions;
ensuring alignment between business priorities, ITSM strategies, and approved service management standards. Advocates for ITSM best practices and continual service improvement, promoting adoption of standardized ITIL-based processes and practices across the organization to improve service quality, reduce operational risk, and enhance customer satisfaction in accordance with agency and SAO expectations for accountability and performance. 25% - Identifies and leads engagement opportunities with customers and IT stakeholders to evaluate service management processes, assess operational effectiveness, and recommend ITSM process improvements that align with ITIL best practices, SMO standards, and enterprise service delivery objectives. Partners with IT teams to design, develop, and implement ITSM process improvements, ensuring workflows, procedures, and enabling tools are consistent with ITIL frameworks, agency policies, and standardized service management practices established by the Service Management Office.
Analyzes service performance metrics and operational data to identify inefficiencies, trends, and improvement opportunities; develops recommendations that support continual service improvement, improved service reliability, and enhanced customer satisfaction across the organization. 25% - Partners with IT teams, service owners, and process managers to plan and implement ITSM process and tool enhancements,…
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