Director, IT Service Management

Director, IT Service Management Collaborate with Innovative 3

Mers Around the World

Choosing where to start and grow your career has a major impact on your professional and personal life, so it’s equally important you know that the company that you choose to work at, and its leaders, will support and guide you. With a wide variety of people, global locations, technologies and products, 3M is a place where you can collaborate with other curious, creative 3

Mers.

This position provides an opportunity to transition from other private, public, government or military experience to a 3M career.

In this role, you will play a critical part in shaping the future of IT Service Management by setting a strong strategic direction and ensuring that ITSM capabilities continuously evolve to meet the needs of the organization. Your leadership will establish a cohesive vision that aligns IT services with broader business objectives, supporting digital transformation and enabling teams to operate with greater efficiency and clarity.

We are seeking a strategic and results-oriented Director of ITSM Capabilities to lead IT Service Management. The ideal candidate will bring a strategic mindset and continuous improvement focus to enhance operational efficiency, improve service reliability, and elevate the overall employee experience.

• Define and execute the long‑term vision and roadmap for ITSM capabilities, ensuring alignment with overall business objectives and digital transformation initiatives.

• Establish, govern, and mature the organizational adoption of the IT Service Management framework, including Incident Management, Problem Management, Change Management, Request Fulfillment, and Configuration Management (CMDB).

• Drive continuous improvement initiatives to streamline workflows, reduce operational costs, and enhance the speed and quality of IT service delivery.

• Act as the primary business owner for the ITSM platform, maximizing its functionality and integration capabilities to automate processes and provide actionable insights.

• Define, track, and report on key performance indicators (KPIs) and service level agreements (SLAs), using data analytics to identify trends, pinpoint areas for improvement, and communicate value to senior leadership.

• Collaborate closely with IT leadership and business unit leaders to ensure ITSM processes meet evolving operational needs and deliver exceptional customer satisfaction.

• Lead IT Service Management Team to ensure critical IT Services are aligned, designed, transitioned and supported to meet the needs of 3M business operations.
• Lead the Global Operational Control Center (GOCC) which provides 24x7 real‑time monitoring of networks, servers, applications, and critical systems while triaging and responding to L1 incidents generated by system alerts.
• Lead the Major Incident Management Team (MIM) which is responsible for coordinating the rapid response, communication, and resolution of high‑impact incidents that significantly disrupt business operations or critical IT services.

To set you up for success in this role from day one, 3M requires the following qualifications:

• Bachelor’s degree in information technology, computer science, engineering, or a science field (completed and verified prior to start)
• Ten (10) years of progressive IT experience in a private, public, government or military environment
• Five (5) years leading IT operations or service management teams in a private, public, government or military environment
• ITIL v4 Certifications

• Hands on experience implementing and governing ITIL aligned processes
• Proven leadership managing cross‑functional teams in a large, complex organization
• Demonstrated experience with enterprise ITSM platforms (e.g. Service Now, BMC, Open Text)
• Strong operational discipline, incident/problem/change management background, and KPI/metric management capabilities
• Ability…