Manager, IT Service Management Office

• Lead the IT Service Management Office and Service Now Platform strategy, governance, and operations
• Establish and maintain ITSM governance, policies, and standards
• Drive adoption and maturity of ITIL processes, including Incident, Problem, Change, Request, Knowledge, Event, CMDB, Asset, BCM, SPM, APM, and TPM
• Monitor and report ITSM performance metrics and KPIs for managed services and internal IT services
• Collaborate with business and IT stakeholders to align service management practices with organizational goals
• Lead continual service improvement initiatives across IT services
• Manage the service management team and managed services vendors
• Provide storm and emergency response services
• Own the Service Now platform strategy, roadmap, and lifecycle management
• Oversee Service Now administration, configuration, integrations, stability, security, and compliance
• Manage the Service Now development team and coordinate enhancements, upgrades, and new module implementations
• Evaluate and implement automation opportunities using an Agile methodology
• Mentor ITSM professionals and Service Now developers/administrators
• Partner with IT leadership to align SMO objectives with enterprise IT strategy
• Liaise between IT operations, business units, and vendors
• Travel between MA, CT, and NH as necessary

• Baccalaureate degree or equivalent experience
• 10 or more years of experience in IT and management
• At least 3 years of experience in a leadership role
• Strong knowledge of the ITIL 4 framework
• ITIL certification required
• 5+ years of proven experience managing the Service Now platform
• Excellent leadership, communication, and stakeholder management skills
• Experience with process improvement methodologies such as Lean or Six Sigma is a plus
• Lean Six Sigma certification preferred
• Must be available to work emergency storm assignments as required
• Must be available to travel between MA, CT, and NH as necessary
• Must be able to work at least three days in the office, including Tuesdays and Wednesdays
• Must be able to work up to five days in the office if needed or if the hybrid policy changes
• Applicants requiring visa sponsorship to start employment with Eversource will not be considered

Demonstrates expertise in IT Service Management, focusing on Service Now platform strategy, ITIL processes, and governance. Proven ability to lead teams, drive service improvement initiatives, and align IT services with organizational goals.

• ITIL 4 Framework Knowledge
• Service Now Platform Management
• Leadership Experience
• ITSM Governance
• Process Improvement Methodologies

• ITIL Processes
• Service Now Administration
• Service Now Configuration
• Agile Methodology
• Performance Metrics Monitoring
• KPI Reporting
• Automation Implementation
• Emergency Response Services
• Team Management
• Vendor Management

• Leadership
• Communication
• Stakeholder Management

• ITIL Certification
• Lean Six Sigma Certification

• IT Service Management
• Governance
• Continual Service Improvement
• Managed Services
• Business Continuity Management

• Service Now
• ITSM Tools