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Job Title: ITSM Manager Location: Charlottesville, VA (Onsite) Job Type: Long-Term Contract About the Role We are seeking an experienced IT Service Management (ITSM) Manager to oversee and enhance IT service delivery operations across the organization. The ideal candidate will have a strong background in ITIL processes, including incident and problem management, as well as continuous service improvement initiatives. This role requires a strategic thinker who can manage service operations, lead cross-functional teams, and drive efficiency in IT support and service delivery.
Key Responsibilities
Oversee daily IT service delivery operations and ensure adherence to defined SLAs and KPIs.
Lead and manage ITSM processes, including Incident Management, Change Management, Problem Management, Request Fulfilment, and Service Asset & Configuration Management.
Collaborate with technical teams and business stakeholders to ensure high-quality service delivery.
Drive process improvement initiatives to enhance service quality, reduce downtime, and improve customer satisfaction.
Maintain and improve the ITSM toolset (e.g., ServiceNow, BMC Remedy, or equivalent).
Develop reports and dashboards to provide insights into service performance and areas for improvement.
Ensure compliance with IT governance and security standards.
Provide leadership, mentorship, and guidance to IT support and service desk teams.
Partner with vendors and managed service providers to ensure alignment with organisational service standards.
Support audits and ensure process documentation and controls are up to date.
Required Qualifications
Bachelor's degree in Information Technology, Computer Science, or a related field.
7+ years of experience in IT Service Management or IT Operations roles.
Strong working knowledge of ITIL v3 or ITIL 4 frameworks (ITIL certification preferred).
Experience with ITSM tools such as ServiceNow, BMC Remedy, Cherwell, or equivalent.
Proven experience leading service improvement initiatives and managing SLAs.
Excellent analytical, problem-solving, and communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
Experience managing ITSM operations in a regulated or enterprise environment.
Familiarity with cloud and hybrid infrastructure environments (Azure, AWS).
PMP, COBIT, or Lean Six Sigma certification is a plus.
Prior experience managing or coordinating with global IT teams.
Seniority level Mid-Senior level
Employment type Full-time
Job function Information Technology
Industries Software Development
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Job Title: ITSM Manager Location: Charlottesville, VA (Onsite) Job Type: Long-Term Contract About the Role We are seeking an experienced IT Service Management (ITSM) Manager to oversee and enhance IT service delivery operations across the organization. The ideal candidate will have a strong background in ITIL processes, including incident and problem management, as well as continuous service improvement initiatives. This role requires a strategic thinker who can manage service operations, lead cross-functional teams, and drive efficiency in IT support and service delivery.
Key Responsibilities
Oversee daily IT service delivery operations and ensure adherence to defined SLAs and KPIs.
Lead and manage ITSM processes, including Incident Management, Change Management, Problem Management, Request Fulfilment, and Service Asset & Configuration Management.
Collaborate with technical teams and business stakeholders to ensure high-quality service delivery.
Drive process improvement initiatives to enhance service quality, reduce downtime, and improve customer satisfaction.
Maintain and improve the ITSM toolset (e.g., ServiceNow, BMC Remedy, or equivalent).
Develop reports and dashboards to provide insights into service performance and areas for improvement.
Ensure compliance with IT governance and security standards.
Provide leadership, mentorship, and guidance to IT support and service desk teams.
Partner with vendors and managed service providers to ensure alignment with organisational service standards.
Support audits and ensure process documentation and controls are up to date.
Required Qualifications
Bachelor's degree in Information Technology, Computer Science, or a related field.
7+ years of experience in IT Service Management or IT Operations roles.
Strong working knowledge of ITIL v3 or ITIL 4 frameworks (ITIL certification preferred).
Experience with ITSM tools such as ServiceNow, BMC Remedy, Cherwell, or equivalent.
Proven experience leading service improvement initiatives and managing SLAs.
Excellent analytical, problem-solving, and communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
Experience managing ITSM operations in a regulated or enterprise environment.
Familiarity with cloud and hybrid infrastructure environments (Azure, AWS).
PMP, COBIT, or Lean Six Sigma certification is a plus.
Prior experience managing or coordinating with global IT teams.
Seniority level Mid-Senior level
Employment type Full-time
Job function Information Technology
Industries Software Development
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