It Service Manager

Description:

The Director, Corporate IT Services is responsible for corporate IT functions with a primary focus on IT Service Management (ITSM), Configuration Management Database (CMDB) governance, and ServiceNow platform development, administration, and support. This role ensures reliable, secure, and scalable IT services that enable business operations, drives service management maturity, and partners across the enterprise to deliver strong customer and employee experiences.

Core Responsibilities

 IT Service Management (ITSM) Leadership
Own and evolve the corporate ITSM strategy, operating model, and roadmap across Incident, Request, Problem, Change, Knowledge, Service Catalog, and Service Level Management.
Establish and maintain process governance, policies, controls, and continual improvement practices to increase service quality and reduce operational risk.
Define and manage service KPIs/OKRs (e.g., SLA attainment, MTTR, first contact resolution, backlog aging, change success rate) and drive data-based performance improvements.
 CMDB & Service Configuration Management
Establish CMDB governance including data standards, CI classes, ownership, stewardship, lifecycle management, and audit processes.
Ensure the CMDB is trusted and actionable by improving completeness, correctness, and currency of configuration data and relationships.
Partner with Infrastructure, Security, and Application teams to integrate discovery, asset data, and service mapping inputs where applicable.
Drive alignment between CMDB, Asset Management, Change Management, and Incident/Problem workflows to improve impact analysis and reduce service disruption.
 ServiceNow Platform Ownership (Development, Support, and Operations)
Own the ServiceNow platform strategy, roadmap, and demand intake—balancing enhancements, technical debt reduction, and operational support.
Lead ServiceNow development and configuration practices including:
scoped applications and integrations
workflow automation
portals, service catalog items, knowledge
reporting, dashboards, and performance analytics (as applicable)
Ensure platform reliability and support readiness:
incident response and root cause remediation for platform issues
release planning and upgrade readiness
environment strategy (dev/test/prod), SDLC controls, and deployment governance
Enforce development standards and guardrails to maintain platform health, performance, and upgradeability.
 Governance, Risk, Security, and Compliance
Ensure corporate IT services and platform capabilities meet security, privacy, and compliance requirements in partnership with InfoSec and Risk teams.
Establish appropriate access controls, segregation of duties, audit trails, and change approvals for platform and ITSM processes.
Support internal/external audits by providing evidence, reporting, and control documentation as required.
 Financial and Vendor Management
Own the budget for corporate IT service management and ServiceNow platform operations (licenses, services, tooling, and managed support if used).
Manage vendor relationships (implementation partners, managed services, tool providers), including SOWs, renewals, performance SLAs, and value realization.
Identify opportunities for cost optimization, rationalization, and improved ROI.
 People Leadership & Talent Development
Build and lead a high-performing team with clear roles, career development plans, and measurable objectives.
Foster strong operational discipline, customer focus, and engineering excellence.
Mentor leaders and individual contributors, establish hiring plans to meet roadmap and support requirements.
 Stakeholder Management & Communication
Serve as the executive point of contact for corporate service delivery, communicating service health, roadmap progress, risks, and business outcomes.
Run governance forums (e.g., CAB, platform steering committee, service review meetings) and ensure follow-through on decisions and action items.
Translate business needs into platform and process capabilities, prioritizing work transparently.
Required Qualifications

Bachelor’s degree in Information Systems, Computer Science, Engineering, or related field (or equivalent experience).
10+ years in progressive IT leadership roles, including ownership of enterprise service delivery.
5+ years managing ITSM processes and/or service operations in a medium-to-large enterprise.
Demonstrated leadership of ServiceNow administration and delivery teams (developers/admins/product owners), including roadmap and stakeholder management.
Strong working knowledge of CMDB principles, configuration management governance, and operational use cases (incident/change/asset/service mapping).
Experience with enterprise integrations (e.g., HR, identity, monitoring, asset discovery, collaboration tools) and managing cross-team dependencies.
Proven ability to lead process change, drive adoption, and deliver measurable outcomes.

Preferred Qualifications

ITSM/ITIL-aligned certifications (e.g., ITIL Foundation or higher).
ServiceNow certifications (e.g., CSA, CIS tracks) and/or experience leading multiple module implementations.
Experience in regulated environments and audit support.
Experience implementing service metrics and executive dashboards for service performance management.
Experience with Agile delivery and product operating models for platform teams.