Senior Manager, IT Service Management & End User Experience
Job in
Charlotte, Mecklenburg County, North Carolina, 28245, USA
Listed on 2026-08-12
Listing for:
Renuity
Full Time
position Listed on 2026-08-12
Job specializations:
-
IT/Tech
IT Project Manager, IT Business Analyst, IT Support, IT Consultant
Job Description & How to Apply Below
Role Overview
The Sr. Manager, IT Service Management & End User Experience is 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.
What You Will Do- Own and govern core ITIL processes, including Incident and Major Incident Management, Problem Management, Change Enablement, Request Fulfillment, Knowledge Management, and Configuration & Asset Management.
- Define and mature ITSM processes aligned to ITIL v4 frameworks and organizational priorities.
The ideal candidate will have a strong background in ITSM, ITIL v4, and experience driving ITSM transformation or process maturity initiatives. They will also have experience with enterprise ITSM platforms, endpoint management, and identity/access management workflows.
Requirements- 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., Service Now, Fresh service, 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
- 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
- Health insurance
- 401(k) plan
- Paid time off (vacation, sick leave)
- Holidays
- Learning budget
- Parental leave
- Wellness programs
- Visa/relocation assistance
- Remote flexibility
- Stipends
- Bonus/commission
Position Requirements
10+ Years
work experience
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