ServiceWorks Practice Manager (Program Manager, ITSM

Serviceworks Practice Manager

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. Information Services is the central IT department supporting all divisions of the Metropolitan Council. Our 140 team members provide technology, practices, and innovative solutions that enable the core services of the Council.

How your work would contribute to our organization and the Twin Cities region:
The Serviceworks Practice Manager provides leadership, coordination, governance, and continual improvement for Information Services operational practices, standards, and process governance activities across the Metropolitan Council. This role is responsible for establishing and sustaining consistent IT Service Management (ITSM) and operational governance practices that enable reliable, customer-focused, compliant, and measurable service delivery across all Council divisions. The position leads cross-functional process governance initiatives aligned to ITIL 4, Serviceworks program objectives, and Council operational priorities.

The incumbent collaborates with IS leadership, Service Owners, platform administrators, project teams, and business stakeholders to develop, implement, govern, measure, and mature enterprise-wide operational practices and governance frameworks. This role functions as a strategic and coordination role through leadership of cross-divisional governance initiatives, facilitation of operational alignment, management of organizational process dependencies, and oversight of operational improvement roadmaps, metrics, and governance reporting.

The Serviceworks Practice Manager is responsible for aligning operational processes, governance standards, platform workflows, organizational adoption, and continual improvement efforts to support operational excellence, risk reduction, service quality, compliance, and organizational transparency.

Full Salary Range: $42.58 - $69.09 hourly/$88,566 - $143,707 yearly Anticipated Salary Range: $48.33 - $61.54 hourly/$100,526 - $128,003 yearly The starting salary will depend on the selected candidate's experience, skills, education, and internal salary equity.

This position is eligible for a hybrid (both remote and onsite) telework arrangement. The candidate's permanent residence must be in Minnesota or Wisconsin. This position will create a six-month eligibility list for current and future openings.

Enterprise Practice Governance and Leadership

• Lead the governance, coordination, and continual improvement of enterprise IS operational practices including Incident Management, Service Request Management, Change Enablement, Problem Management, Knowledge Management, and related operational governance functions.
• Develop and maintain enterprise operational standards, governance frameworks, workflows, procedures, process documentation, RACI models, and performance measures aligned to ITIL 4 and Serviceworks objectives.
• Establish governance structures and operational review processes to ensure consistency, accountability, compliance, and measurable performance across IS functions.
• Lead cross-functional operational governance initiatives requiring collaboration among multiple divisions, stakeholders, and leadership levels across the Council.
• Facilitate operational governance forums, steering committees, CAB activities, and continual improvement discussions.
• Ensure operational practices align with Council security, compliance, audit, risk management, and enterprise governance requirements.
• Coordinate operational process dependencies, priorities, risks, impacts, and organizational change activities across multiple IS functions and initiatives.

Operational Process Improvement and Strategy

• Drive enterprise operational maturity initiatives and continual service improvement efforts through analysis of performance metrics, trends, customer feedback, operational risks, and service outcomes.
• Lead operational roadmap planning activities aligned with Serviceworks strategic priorities and IS organizational goals.
• Identify opportunities to improve service quality, workflow efficiency, operational transparency, organizational accountability, and customer experience.
• Coordinate with Service Delivery Analysts, technical teams, project managers, and business stakeholders to align operational processes with organizational initiatives and service delivery objectives.
• Support development and implementation of operational governance policies, standards, and organizational best practices.
• Promote data-driven operational decision-making and measurable improvement outcomes across IS.

Governance Reporting and Organizational Coordination

• Develop and maintain operational dashboards, KPIs, governance reporting, maturity assessments, and executive-level status communications.
• Provide operational governance updates and…