Information Technology Service Management Manager

HCLTech; Chicago (IL); On-site; USD 88,000 - 159,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Pharmacy benefits

Life insurance

AD&D insurance

Disability insurance

Employee assistance program

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCLTech in Chicago, IL seeks an experienced ITSM Lead to own Major Incident Management, Service Management Governance, and Operational Excellence across a large-scale enterprise infrastructure. This role requires collaboration with Network, Data Center, Cloud, and Infrastructure Operations teams to ensure 24x7 managed services delivery.

The candidate should have extensive experience in Major Incident Management, ITSM operations, and cloud environments (Azure & AWS).

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related discipline.
• 15+ years of UNIX/Linux administration, technical support, infrastructure operations, or related areas.
• Experience leading Integrated Operations Center (IOC) or similar 24x7 operational environments.
• Strong experience in Major Incident Management and ITSM operations.

Responsibilities

• Lead Major Incident Management (P1/P2) and drive rapid service restoration during critical outages.
• Coordinate incident resolution across Network, Data Center, Cloud, Security, and Infrastructure teams.
• Drive ITIL processes including Incident, Problem, Change, Event, and Service Level Management.
• Lead customer governance reviews, operational reviews, and service improvement initiatives.
• Manage escalations, executive communications, and stakeholder engagement during service disruptions.
• Drive Root Cause Analysis (RCA), Problem Management, and continuous service improvement.
• Establish operational governance and performance reporting for managed services delivery.
• Partner with Tools Engineering and Operations teams to improve observability, event management, and operational automation.

Skills

ITIL Service Management

Change Management

Service Governance

Event Management

Operational Excellence

Cloud Operations (Azure & AWS)

Observability & Monitoring Tools

Automation & Operational Integration

Executive Communication & Customer Mg

Education

Bachelor's degree in CS/IT/Engineering

Tools

Azure

AWS

Job description

Job Title: ITSM Lead – Major Incident & Infrastructure Service Management

Job Requisition: 156190

Location: US - Chicago, IL

Role Summary

Seeking an experienced ITSM Lead to own Major Incident Management, Service Management Governance, and Operational Excellence across a large-scale enterprise infrastructure environment. The role requires close collaboration with customer leadership, Network, Data Center, Cloud, and Infrastructure Operations teams to ensure stable and reliable 24x7 managed services delivery.

Key Responsibilities

• Lead Major Incident Management (P1/P2) and drive rapid service restoration during critical outages.
• Coordinate incident resolution across Network, Data Center, Cloud, Security, and Infrastructure teams.
• Drive ITIL processes including Incident, Problem, Change, Event, and Service Level Management.
• Lead customer governance reviews, operational reviews, and service improvement initiatives.
• Manage escalations, executive communications, and stakeholder engagement during service disruptions.
• Drive Root Cause Analysis (RCA), Problem Management, and continuous service improvement.
• Establish operational governance and performance reporting for managed services delivery.
• Partner with Tools Engineering and Operations teams to improve observability, event management, and operational automation.

Mandatory Experience

• Infrastructure Operations Leadership experience.
• Experience working with Network Services and Data Center Operations teams.
• Proven Large Managed Services Delivery Governance experience.
• Experience leading Integrated Operations Center (IOC) or similar 24x7 operational environments.
• Strong experience in Major Incident Management and ITSM operations.
• Experience supporting enterprise cloud environments including Azure and AWS.
• Experience supporting cloud transformation and modernization initiatives.
• Strong customer-facing leadership and stakeholder management skills.

Ownership Areas

• Large-scale Infrastructure Operations
• Network Services
• Data Center Operations
• Integrated Operations Center (IOC)
• 24x7 Managed Services Delivery

Key Skills

• ITIL Service Management
• Change Management
• Service Governance
• Event Management
• Operational Excellence
• Cloud Operations (Azure & AWS)
• Observability & Monitoring Tools
• Automation & Operational Integration
• Executive Communication & Customer Management

Additional Requirements

• Excellent verbal and written communication skills.
• Strong leadership and decision-making abilities during critical outages.
• Flexible to work during weekends, holidays, and off-business hours as required for major incidents and service disruptions.
• Demonstrated ownership mindset with accountability for service availability and customer satisfaction.

Required Qualifications

Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Relevant certifications or technical training may be considered in lieu of experience.

Experience

• 15+ years of experience in UNIX/Linux administration, technical support, infrastructure operations, or related areas.
• Fresh graduates with strong academic foundations and Linux exposure are encouraged to apply.

Pay and Benefits

Pay Range Minimum: $88,000 to year

Pay Range Maximum: $159,000 to year

HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year

How You’ll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.