IT Service Manager

• Iselin
  - New Jersey
  - United States of America

We are seeking an experienced IT Service Manager – GCC High Cloud to lead the governance, delivery, and continual improvement of IT services within a highly regulated, CMMC certified environment. This role is responsible for ensuring that technology services are secure, compliant, reliable, and aligned with business and US government objectives.

IT Service Manager will support and secure Siemens US Microsoft GCC High and Azure Government private tenant. Additionally, the role will drive and align IT Service Management (ITSM) best practices through effective governance for the GCCH environment specifically related to CMMC, NIST 800-171, and other applicable future regulatory requirements. Furthermore, the function will ensure IT service performance management, continual improvement, financial stewardship, and vendor oversight.

The role serves as a critical bridge between business stakeholders, service providers, compliance functions, and technical teams to ensure services meet operational requirements and regulatory obligations.

The ideal candidate combines strong ITSM leadership, stakeholder management, and operational governance expertise with a practical understanding of cloud technologies, cybersecurity, vendor management, and information governance. Familiarity with compliance-focused capabilities such as eDiscovery, legal holds, records management, and data retention is preferred. As the organization continues to mature its technology landscape, this role will play a pivotal part in expanding and evolving service management practices across a broader portfolio of enterprise IT services.

In this role you will work a hybrid work model from our Iselin, NJ office. You must live close enough to come into the office on an as needed basis.

#transformtheeveryday

• Lead the end-to-end delivery of IT services hosted in GCC High, ensuring high availability, performance, and user satisfaction.
• Develop and maintain ITIL-based service management processes (incident, problem, change, and configuration management).
• Drive continuous improvement initiatives across service operations.

• Ensure all IT services and operations align with CMMC 2.0 requirements and other relevant regulatory frameworks (e.g., NIST 800-171, DFARS).
• Collaborate with cybersecurity teams to implement and monitor security controls, risk assessments, and audit readiness.
• Serve as a key liaison with internal compliance teams and external auditors.
• Manage relationships with cloud service providers, MSPs, and other third-party vendors.
• Negotiate and oversee service-level agreements (SLAs), contracts, and performance metrics.
• Conduct regular vendor reviews and risk assessments.
• Collaborate with business units, project managers, and technical teams to align IT services with organizational goals.
• Act as a senior escalation point for critical service issues.
• Develop and manage IT service budgets, forecasts, and cost optimization strategies.
• Track and report on service-related expenditures, ensuring alignment with business objectives and financial targets.
• Evaluate ROI and TCO for IT services and cloud investments.

• Strategic thinking and problem-solving
• Strong communication and stakeholder management
• Financial acumen and analytical skills
• Risk management and compliance expertise
• Leadership and team development
• Security Audit Preparation
• End-user training

• Power Shell Graph SDK
• Public Key Infrastructure (PKI) Administration
• Autopilot and device lifecycle management

• Bachelor’s degree in Computer Science, Information Systems, or related field (Master’s preferred).
• 8+ years of experience in IT service management, with at least 3 years in a leadership role.
• 5+ years of experience in Information Security management
• 5+ years of experience IT service provider management
• Proven experience in complex service implementation, including process design and deployment.
• Deep understanding of GCC High, Microsoft 365 GCC High, and Azure Government environments.
• Proven experience with CMMC, NIST…