Modern IT Service Management Manager

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We are seeking an experienced Manager, Modern IT Service Management to design and engineer service management solutions for large, complex enterprise environments - with a particular focus on SIAM (Service Integration and Management), platform-agnostic ITSM engineering, and operating model transformation. This is a practitioner role for someone who has built and configured ITSM solutions across multiple tooling platforms, understands the structural challenge of integrating services from multiple suppliers under a coherent service model, and can redesign operating models to make the resulting service architecture actually work at run-time.

You will move between the detail of process and platform design and the broader picture of how a transformed service model lands in a client organization

The Work:

+ Design SIAM models - defining the service integration layer, supplier governance structures, inter-provider process flows, and integration touchpoints across multi-vendor service environments; producing SIAM architecture documentation that a client and its suppliers can contract and operate against

+ Engineer ITSM solutions in a platform-agnostic way - designing process and data models, integration patterns, and tooling configurations that are grounded in the right service architecture rather than the constraints of any single platform; able to specify and deliver across Service Now, BMC Helix, Jira Service Management, and other tooling as the engagement requires

+ Redesign service management operating models - translating process architecture and SIAM design into practical organizational models, including role definitions, team structures, supplier governance forums, and the decision rights needed to make multi-provider service delivery work in practice

+ Design and re-engineer ITSM processes - producing process architectures and detailed process designs across incident, problem, change, request, configuration, and knowledge management that are fit for a modern, multi-supplier, automation-enabled service environment

+ Define service integration data and reporting requirements - specifying the data flows, integration APIs, and management information frameworks that give the SIAM layer visibility and control across its supplier ecosystem

+ Produce implementation-ready deliverables - process designs, SIAM architecture documents, operating model blueprints, RACI frameworks, tooling specifications, and transition plans that are detailed enough for delivery teams and suppliers to act on without ongoing advisory dependency

+ Support client engagement and business development - contributing technical depth to proposals, leading workshops that establish SIAM and ITSM requirements, and building credibility with service management and procurement stakeholders who are evaluating the right integration model for their supplier landscape

Travel may be required for this role.  The amount of travel will vary from 25% to 100% depending on business need and client requirements.

Required Qualifications:

+ Minimum 7+ years of experience in IT service management, service integration, or ITSM platform engineering - with sufficient depth to design SIAM models, configure ITSM tooling, and re-engineer operating models in complex multi-supplier environments

+ Minimum 7+ years of experience designing or implementing SIAM models - including service integration layer design, supplier governance framework development, and the process and contractual integration between the integrator and tower suppliers

+ Minimum 5+ years of hands on experience configuring or specifying ITSM platforms - with practical knowledge of at least two major tooling platforms and the ability to design solutions that are not over-engineered around a single vendor's capability model

+ Minimum 3+ years of ITIL 4 - with the ability to apply its principles practically to process design rather than treat it as a certification to cite; familiarity with where ITIL 4 adapts for Dev Ops, product, and agile delivery contexts

+ Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate's Degree, must have minimum 6 years work experience)   

Bonus Points If:

+ ITIL 4 Managing Professional certification or equivalent - with demonstrable ability to apply the framework practically to process and operating model design rather than as a…