Manager, IT Service Management

Montgomery Park, 2701 NW Vaughn St, Portland, Oregon, United States of America

Posted Friday, March 13, 2026 at 10:00 AM

We're in the financial services industry, but we're not a bank. We're in the "people" business. Inspired by the credit union philosophy of "people helping people," we've developed a strong and growing tradition of investing in our employees, our members, and our community.

OnPoint is the largest community-owned credit union in Oregon – and we're growing! Our growth provides great opportunities for you to reach your personal and professional goals. We value enthusiasm, commitment to outstanding performance, and providing opportunities to truly make a difference. If you are looking to join a team of dedicated, collaborative, and passionate individuals, OnPoint is looking for our next IT Service Management (ITSM) Manager.

We invite you to explore and grow your career with us!

The ITSM Manager leads OnPoint's IT Service Management program, ensuring our technology services deliver exceptional experiences for approximately 1,300 employees across the organization. Reporting to the VP of Technology Operations, you'll build, operate, and continuously improve our ITSM framework—from Help Desk operations to enterprise platform management. This role blends strategic program leadership with hands‑on operational ownership, including ITIL-aligned process design, ITSM platform administration (such as Ivanti, Service Now, or Jira Service Management), SLA management, and a relentless focus on service quality, compliance, and continuous improvement.

You'll be the champion of service excellence, balancing technical rigor with a people‑first approach that puts our members and employees at the center of everything we do.

• Establish and lead OnPoint's ITSM program, including vision, roadmap, operating model, maturity planning, and budget ownership, ensuring alignment with enterprise goals and member experience.
• Define, maintain, and champion policies, processes, roles, and accountability frameworks (RACI) for core ITSM processes:
  Incident Management, Major Incident Management, Request Fulfillment, Problem Management, Change Management, Knowledge Management, Service Catalog, CMDB, and Service Level Management.
• Chair Service Management Reviews and Change Advisory Board (CAB) meetings, fostering collaboration, ensuring process adherence, and driving continuous improvement initiatives.
• Partner with risk, compliance, security, and audit teams to ensure ITSM processes meet regulatory requirements including GLBA, SOX-related controls, vendor risk management, and disaster recovery/business continuity planning.

• Own daily service performance across incident response and coordination, major incident management, change scheduling, request fulfillment, knowledge accuracy, and proactive problem resolution.
• Design, implement, and manage SLA/OLA/XLA frameworks with real-time monitoring and regular performance reviews to ensure we consistently meet and exceed service commitments.
• Collaborate closely with Infrastructure, Applications, Security teams, and managed service providers to ensure operational readiness, quality releases, and stable production environments.
• Develop and maintain standardized operational runbooks, checklists, and shift-left strategies that reduce mean time to resolution (MTTR) and improve first-contact resolution rates.
• Lead the strategy and execution of our ITSM platform roadmap, including forms, workflows, automations, catalog items, approval processes, integrations, and reporting capabilities.
• Ensure high-quality configuration and data integrity across the CMDB, service catalog, knowledge base, and assignment structures.
• Manage integrations with monitoring tools, CMDB discovery solutions, endpoint management systems (such as Intune/Ivanti), identity platforms, and collaboration tools (Teams/Outlook).
• Maintain proper access controls, change management discipline, and release protocols for the ITSM platform itself.
• Define, track, and publish key performance indicators and operational dashboards covering metrics such as…