Manager, IT Service Management Office (Hybrid Schedule

Position: Manager, IT Service Management Office (Hybrid Schedule)
Location: East Berlin

Eversource will not offer immigration related sponsorship for this position  e g , H 1B, O 1, J 1, TN, E 3, etc     Applicants requiring visa sponsorship to start employment with Eversource will not be considered

** Our Team:*
* We have an exciting leadership role to join our IT Service Management Office  The Manager of the IT Service Management Office  SMO  and Service Now Platform is responsible for leading the organization's IT service management strategy, governance, and operations  This role oversees the design, implementation, and continuous improvement of ITIL based processes, ensuring alignment with business objectives  Additionally, the manager owns the Service Now platform roadmap, administration, and optimization to deliver efficient, automated, and scalable IT services at Eversource

The role can be based in:
Berlin, CT, Windsor, CT, or Westwood, MA

*
* Key Responsibilities:

*
* ** Service Management Office  SMO :*
* + Establish and maintain IT Service Management  ITSM  governance, policies, and standards
+ Drive adoption and maturity of ITIL processes  Incident, Problem, Change, Request, Knowledge, Event, CMDB, Asset, BCM, SPM, APM, TPM and other processes  
+ Monitor and report on ITSM performance metrics and KPIs to ensure service quality and compliance from 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
+ Manager of service management team and managed services vendors
+ Provide storm and emergency response services

** Service Now Platform Management:*
* + Own the Service Now platform strategy, roadmap, and lifecycle management
+ Oversee platform administration, configuration, and integration with other enterprise systems
+ Ensure platform stability, security, and compliance with organizational standards
+ Manage Service Now development team and coordinate enhancements, upgrades, and new module implementations
+ Evaluate and implement automation opportunities to improve IT service delivery utilizing an Agile methodology

** Leadership &

Core Competencies:

*
* + Manage and mentor a team of ITSM professionals and Service Now developers/administrators
+ Partner with IT leadership to align SMO objectives with enterprise IT strategy
+ Act as a key liaison between IT operations, business units, and vendors
+ Strategic thinking and ability to align IT services with business needs
+ Strong analytical and problem solving skills
+ Ability to lead cross functional teams and drive organizational change
+ Vendor and contract management experience

** Technical Knowledge/Skill/Education/

Licenses/Certifications:

*
* *
* Education:

*
* + Baccalaureate degree or equivalent

*
* Experience:

*
* + 10 or more years of experience in IT and management with at least 3 years in a leadership role
+ Strong knowledge of ITIL 4 framework; ITIL certification required
+ 5  years of proven experience managing Service Now platform
+ Excellent leadership, communication, and stakeholder management skills
+

Experience with process improvement methodologies  Lean, Six Sigma  is a plus

** Licenses &

Certifications:

*
* + ITIL certification required
+ Lean Six Sigma certification preferred

*
* Working Conditions:

*
* + Must be available to work emergency storm assignment as required
+ Must be available to travel between MA/CT/NH as necessary
+  
** _HYBRID WORK POLICY_*
* _Eversource supports work life balance by offering hybrid schedules for certain roles  Eligibility is based on job responsibilities, operational needs, nature of_  _work_  _and team dynamics  Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs  These guidelines apply to roles approved for remote work and are subject to_  _change,  based_  _on managerial discretion and work performance  All applicants must be able to_  _work_  _ up to five days in the office if needed  for example: emergencies, training, or other business needs  or should the policy change _

corpajd

LI…