Manager, IT Service Management

Cosm is a global technology company that brings experiences to life in immersive environments. We help our partners create spaces and content that blur the lines of real and virtual across three primary markets:
Sports and Entertainment, Science and Education, and Parks and Attractions. Cosm was born from the fusion of some of the greatest innovators in the history of technology. Evans & Sutherland, Spitz, Inc., and Cosm Immersive combined forces to power the immersive experiences of the future as Cosm. Innovation is in our DNA.

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We are seeking a highly skilled and motivated IT Service Manager to join our dynamic team. The ideal candidate will have a proven track record in managing IT services, ensuring the delivery of high-quality support and services to our employees. This role requires a current ITIL Managing Professional (MP) certification and, preferably, a Service Now System Administrator certification. This role reports to the VP, Head of Information Technology.

• Oversee the daily operations of the IT service desk and ensure efficient and effective service delivery.
• Develop, implement, and manage IT service management processes in accordance with ITIL best practices.
• Ensure all incidents, service requests, and problems are resolved in a timely and efficient manner.
• Collaborate with other IT departments and business units to ensure alignment of IT services with business needs.
• Manage and lead a team of IT service desk professionals, providing guidance, training, and performance evaluations.
• Conduct regular service reviews with key stakeholders to ensure customer satisfaction and continuous improvement.
• Utilize Service Now for incident and problem management, ensuring the platform is optimized for service delivery.
• Manage change control processes and ensuring minimal disruption to services.
• Develop and maintain IT service metrics and KPIs, providing regular reports to senior management.
• Drive continual service improvement initiatives to enhance the quality and efficiency of IT services.
• Ensure compliance with IT policies, procedures, and regulatory requirements.
• Manage service level agreements (SLAs) to ensure the delivery of quality IT services.
• Help to build and maintain the library of IT related knowledge base articles.
• Work with our external Service Now maintenance vendor to dictate and track requested changes/improvements.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Current ITIL Managing Professional (MP) certification is required.
• Service Now System Administrator certification is highly preferred.
• Minimum of 8 years of experience in IT service management or a related role.
• Proven experience with ITIL processes and best practices.
• Strong understanding of IT service management tools and platforms, particularly Service Now.
• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

The annualized base salary range for this position in California is $140,000 to $150,000. The base salary offered will factor in internal equity and may also vary depending on the candidate's geographic region, job-related knowledge, skills, and relevant experience, among other factors.

Cosm is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.