Manager, IT Service Management & Delivery

The Manager, IT Service Management & Delivery is a strategic leader responsible for defining and executing a roadmap that standardizes, simplifies, and automates how work flows across IT. By establishing scalable, integrated digital workflows, this leader will enable automation at scale, increase visibility across teams, reduce friction in service delivery, and position the organization for AI-enabled capabilities.

Owning the Service Now platform roadmap for IT, this role drives process maturity across the full ITSM lifecycle — Incident, Problem, Change, Knowledge, and CMDB — while championing continuous improvement and operational excellence. This is a transformation role, not a steady-state one: the expectation is to elevate how IT operates, not simply manage what already exists.

• Bachelor's degree in Information Technology, Computer Science, Business, or equivalent combination of education and experience.
• 7+ years of progressive IT experience; 3+ years managing technical or operational teams.
• Demonstrated expertise in ITIL v3/v4 frameworks — designing and maturing Incident, Problem, Change, Knowledge, and CMDB processes, not just operating them.
• Proven experience owning or contributing to a Service Now platform roadmap, including ITSM module configuration and workflow design.
• Track record of advancing process maturity: assessing current state, defining targets, and executing improvement roadmaps with measurable outcomes.
• Strong background in workflow automation, service integration, and building scalable digital operations.
• Experience defining and managing SLAs, KPIs, and operational dashboards; data-driven approach to continuous improvement.

• N/A

• ITIL Foundation certification (v3 or v4).
• ITIL Practitioner, Managing Professional, or Strategic Leader designation.
• Service Now Certified System Administrator (CSA) or Certified Implementation Specialist (CIS).
• Familiarity with Service Now AI/automation capabilities:
  Flow Designer, Predictive Intelligence, Virtual Agent.
• Agile or product management experience as applied to platform delivery.

$ - $ per year

This compensation range was calculated based on full-time employment (2080 hours worked per calendar year). Offers are determined by multiple factors including equity, skills, experience, and expertise, and may vary within the range provided.

This compensation range is specific to Seattle, positions located outside of Seattle may be compensated differently depending on various factors

Seattle Children’s offers a generous benefit package, including medical, dental, and vision plans, 403(b), life insurance, paid time off, tuition reimbursement, and more. Additional details on our benefits can be found on our website (Use the "Apply for this Job" box below)..

Hope. Care. Cure. These three simple words capture what we do at Seattle Children’s – to help every child live the healthiest and most fulfilling life possible. Are you ready to engage with a mission-driven organization that is life-changing to many, and touches the hearts of all? #HOPECARECURE

Our founding promise to the community is as valid today as it was over a century ago: we will care for all children in our region, regardless of the families’ ability to pay. Together, we deliver superior patient care, advance new discoveries and treatments through pediatric research, and serve as the pediatric and adolescent, academic medical center for Washington, Alaska, Montana and Idaho – the largest region of any children’s hospital in the country.

U.S. News & World Report consistently ranks Seattle Children’s among the nation’s best children’s…