Sr Mgr Service Management

Position Description

The Senior Manager of Service Management provides strategic leadership for the delivery, support, and continuous improvement of enterprise technology services. This role is responsible for establishing service management standards, optimizing technology support operations, and ensuring reliable, secure, and customer-focused service delivery across the organization. The Senior Manager develops service strategies, drives process improvements, establishes performance metrics, and leads high-performing teams to align technology services with business objectives while promoting operational excellence, innovation, and continuous improvement.

This leadership role serves as a key member of the Technology & Security Leadership Team.

• Service Strategy & Governance
  - Develop and execute the enterprise service management strategy, governance framework, and multi-year roadmap to align technology services with organizational objectives and business priorities.
• IT Service Management
  - Lead the design, implementation, and continuous improvement of IT service management processes, standards, and technologies to enhance service quality, operational efficiency, and customer satisfaction.
• Technology Service Delivery
  - Direct delivery of enterprise technology support services, including application support, service desk operations, endpoint management, collaboration technologies, and related operational functions.
• Performance & Service Management
  - Establish, monitor, and analyze service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to drive accountability, service excellence, and continuous improvement.
• Knowledge & Process Optimization
  - Oversee knowledge management, documentation standards, self-service capabilities, automation initiatives, and process improvements that increase organizational efficiency and service consistency.
• Business Relationship Management
  - Build and maintain strong relationships with business leaders, stakeholders, and service providers to align technology services with organizational needs and ensure effective communication and collaboration.
• Leadership & Operational Excellence
  - Lead, develop, and mentor high-performing teams while managing technology service initiatives, vendor relationships, compliance, and operational practices that support secure, reliable, and resilient technology services.

The Senior Manager of Service Management provides strategic leadership for the delivery, support, and continuous improvement of enterprise technology services. This role is responsible for establishing service management standards, optimizing technology support operations, and ensuring reliable, secure, and customer-focused service delivery across the organization. The Senior Manager develops service strategies, drives process improvements, establishes performance metrics, and leads high-performing teams to align technology services with business objectives while promoting operational excellence, innovation, and continuous improvement.

This leadership role serves as a key member of the Technology & Security Leadership Team.

• Service Strategy & Governance
  - Develop and execute the enterprise service management strategy, governance framework, and multi-year roadmap to align technology services with organizational objectives and business priorities.
• IT Service Management
  - Lead the design, implementation, and continuous improvement of IT service management processes, standards, and technologies to enhance service quality, operational efficiency, and customer satisfaction.
• Technology Service Delivery
  - Direct delivery of enterprise technology support services, including application support, service desk operations, endpoint management, collaboration technologies, and related operational functions.
• Performance & Service Management
  - Establish, monitor, and analyze service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to drive accountability, service excellence, and continuous improvement.
• Knowledge & Process Optimization
  - Oversee knowledge management, documentation standards, self-service capabilities, automation initiatives, and process improvements that increase organizational efficiency and service consistency.
• Business Relationship Management
  - Build and maintain strong relationships with business leaders, stakeholders, and service providers to align technology services with organizational needs and ensure effective communication and collaboration.
• Leadership & Operational Excellence
  - Lead, develop, and mentor high-performing teams while managing technology service initiatives, vendor relationships, compliance, and operational practices that support secure, reliable, and resilient technology services.

• Service Strategy & Governance
  - Develop and execute the enterprise service management strategy, governance framework, and multi-year roadmap to align technology services with organizational objectives and…