Manager, ITSM; IT Service Management

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We are seeking a strategic and hands-on Manager of IT Service Management (ITSM) to lead the organization's core service management functions, with a focus on Major Incident Management, Change Management, and Problem Management. This role is essential in ensuring service stability and driving continuous process improvement through the effective use of Service Now and ITIL best practices. The ideal candidate will also play a pivotal role in collaborating with integration vendors and SRE teams to restore service rapidly during high-impact incidents.

Responsibilities

Major Incident Management (MIM):

• Serve as the primary incident commander for all P1 and P2 incidents, driving resolution through effective coordination and communication.
• Work closely with SRE teams and third-party integration vendors to accelerate root cause identification and service restoration.
• Establish and maintain incident response frameworks, escalation protocols, and war room procedures.
• Drive continuous improvement by conducting detailed post-incident reviews (PIRs), tracking corrective actions, and updating knowledge bases.
• Enhance visibility through executive dashboards and real-time reporting within Service Now.

• Oversee the end-to-end Change Management lifecycle, ensuring risk-based assessments, stakeholder approvals, and controlled implementations.
• Lead the Change Advisory Board (CAB) and optimize change processes to reduce risk and increase change success rates.
• Implement continuous improvements to streamline workflows and improve agility while maintaining stability.
• Utilize Service Now for change planning, impact analysis, and change collision detection.

• Lead Problem Management efforts focused on identifying trends, eliminating root causes, and improving system reliability.
• Maintain an active backlog of known errors and drive corrective actions in collaboration with engineering and operations teams.
• Leverage Service Now for RCA documentation, tracking, and cross-team accountability.

• Own and evolve ITSM processes aligned with ITIL v4 standards, ensuring consistency, governance, and audit readiness.
• Define and monitor KPIs/SLAs related to incident, change, and problem management.
• Champion a service-driven culture focused on reliability, efficiency, and transparency.

• Act as the process owner for key ITSM modules in Service Now (Incident, Change, Problem, CMDB).
• Collaborate with Service Now developers and platform teams to enhance automation, workflows, and reporting capabilities.
• Ensure the toolset aligns with ITSM maturity goals and supports operational excellence

• 5+ years of experience managing ITSM practices in large-scale or enterprise environments.
• Strong expertise in Major Incident and Change Management, with experience leading war rooms and process improvements.
• Hands-on experience with Service Now ITSM suite (Incident, Change, Problem, CMDB).
• Excellent communication skills, especially during high-pressure incidents and stakeholder escalations.
• Proven ability to collaborate with SRE teams and external vendors/integration partners under tight SLAs.
• Proven ability to collaborate closely with Business Units, Marketing and IT Technical Leadership to proactively manage potential collisions between planned marketing events and software releases in Inspires eCommerce platform.

• ITIL v4 Certification
• Service Now System Administrator or related Service Now certifications
• Experience in compliance-driven or highly regulated environments
• Familiarity with observability and on-call tools (e.g., Splunk, Pager Duty, Opsgenie)
• Strong understanding of release coordination, with the proven…