Information Technology Service Management Manager
Job in
Pittsfield, Berkshire County, Massachusetts, 01201, USA
Listed on 2026-02-12
Listing for:
ACL Digital
Full Time
position Listed on 2026-02-12
Job specializations:
-
IT/Tech
IT Project Manager, IT Consultant, IT Business Analyst, IT Support
Job Description & How to Apply Below
Position Type:
Long term contract role with potential extensions(12 months to begin with)
Seeking an experienced ITSM Transformation Manager to lead the evolution of IT Service Management across the institution. This role will be responsible for driving ITSM maturity, modernizing service delivery, and aligning IT services with academic, research, and administrative needs across a complex, decentralized environment.
The ideal candidate brings a strong blend of strategic vision, hands-on ITSM expertise, and change leadership to help transform how IT services are designed, delivered, and continuously improved.
Key Responsibilities- Lead the ITSM transformation roadmap
, aligning service management practices with institutional goals and industry best practices (ITIL). - Drive adoption and optimization of ITSM processes including Incident, Problem, Change, Request, Asset, and Configuration Management
. - Partner with IT leadership, business stakeholders, and cross-functional teams to improve service quality, efficiency, and user experience.
- Oversee implementation and enhancement of ITSM platforms (e.g., Service Now or similar).
- Establish and track KPIs, SLAs, and CSAT metrics to measure service performance and outcomes.
- Lead organizational change management efforts, including training, communication, and stakeholder engagement.
- Identify opportunities for automation, self-service, and continuous improvement.
- Serve as a trusted advisor on IT service governance, operating models, and best practices.
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Experience in IT Service Management, with a strong focus on ITSM transformation or large-scale initiatives
. - Hands-on experience with ITSM frameworks (ITIL v3/v4 strongly preferred).
- Proven experience implementing or optimizing ITSM tools (Service Now preferred).
- Strong stakeholder management, communication, and leadership skills.
- Experience working in large, complex, or decentralized organizations.
- ITIL Certification (Intermediate, Expert, or Managing Professional).
- Experience in higher education, research institutions, or public-sector environments.
- Strong background in process redesign, service strategy, and change management
. - Experience leading cross-functional teams without direct authority.
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