IT Operations Manager - ITSM

Location: Lakewood, CO, US

At Terumo Blood and Cell Technologies, our 8,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world.
For Terumo, for Everyone, Everywhere.

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient's life every second of every day and are committed to continuing to increase the number of patients we serve.
Advancing healthcare with heart.

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference.
Join us and help shape wherever we go next. You create your future and ours.

IT Operations Manager - ITSM

JOB SUMMARY

Under the general guidance of the Enterprise IT Service Management CoE Lead, the IT Operations Management (ITOM) Manager role is a technical leadership position focused on driving the operational maturity, governance, and performance of Service Now’s ITOM modules — including

Discovery, CMDB, Service Mapping, Event Management, and the Common Service Data Model (CSDM)

Key to the role is ensuring the trustworthiness of the CMDB as a foundational enterprise dataset, enabling impact analysis, service visibility, operational reporting, ITOM outcomes, and audit readiness.

Employment Type: Full-time

Role

Reports to:

Head of Enterprise Service Management

Location: Any Location

Work Arrangement:
Remote

Scope:
Global

ESSENTIAL DUTIES

• Lead and mature ITOM capabilities:
  Guide teams beyond initial implementation into sustained operational excellence, expanding discovery coverage, improving CMDB data quality, enabling automation, and reducing operational labor.
• Integration & automation:
  Develop and maintain integrations with external systems (e.g., monitoring tools, CMDB feeders) and automate workflows to improve efficiency.
• Collaboration:
  
  Work with infrastructure, cloud, security, and application teams to ensure reliable discovery, strong CMDB governance, and actionable service visibility.
• Governance & standards:
  Enforce CI class modeling, data governance, and alignment with security, risk, and enterprise standards.
• CMDB Ownership:
  Hands-on ownership of global the global CMDB, including defining standards and naming conventions, monitoring, reporting, and remediation.
• Mentorship:
  Manager over the Service Now Discovery Lead position

OTHER DUTIES AND RESPONSIBILITIES

MINIMUM QUALIFICATION REQUIREMENTS

Education

Bachelor’s degree in Computer Science or, equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

ITIL Foundation or higher certification.

Experience

• 7+ years of IT experience in enterprise infrastructure and cloud environments (AWS, Azure, GCP)
• 3-5+ years working with CMDB, Configuration Management, ITSM, ITOM, or Service Asset & Configuration Management.
• Experience administering or governing CMDBs.
• Experience with in a multinational enterprise environment.
• Experience with Configuration Management governance and operational processes.
• Preferred experience in Service Now modules: CMDB, CSDM, Service Mapping, Event Management, Discovery.

Skills

• Deep understanding of networking, operating systems, and modern infrastructure concepts
• Service Now CMDB
• Service Now Discovery
• Service Now Service Mapping
• ITIL Service Asset & Configuration Management
• Infrastructure and Cloud Technologies
• ITSM and ITOM Processes
• Data Governance and Data Quality Management

-Or-

An equivalent competency…