IT Operations Manager - ITSM

Terumo Blood and Cell Technologies; Lakewood (CO); Remote; USD 127,000 - 159,000; Full time

Job summary

Terumo Blood and Cell Technologies is seeking an IT Operations Manager - ITSM to lead and mature ITOM capabilities, focusing on CMDB trustworthiness and ServiceNow modules such as CMDB, Discovery, and Service Mapping. Remote work with global scope.

You will drive governance, data quality, automation, and cross‑team collaboration, reporting to Head of Enterprise Service Management. Requires 7+ years in enterprise IT and ITIL Foundation or higher, with ServiceNow certifications preferred.

Qualifications

• Bachelor’s degree in Computer Science or related field; equivalent experience considered.
• ITIL Foundation or higher certification.
• ServiceNow CMDB/ITOM experience; Certification preferred.

Responsibilities

• Lead and mature ITOM capabilities, expanding discovery and improving CMDB data quality.
• Develop and maintain integrations with external systems and automate workflows.
• Collaborate with infrastructure, cloud, security, and application teams for governance.
• Enforce data governance, CI class modeling, and alignment with standards.

Skills

ITOM knowledge

CMDB governance

ServiceNow

IT Infrastructure

Cloud platforms (AWS/Azure/GCP)

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow CMDB

ServiceNow Discovery

Service Mapping

CSDM

ITIL

Automation tooling

Job description

Requisition ID: 35586

At Terumo Blood and Cell Technologies, our 8,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world.

For Terumo, for Everyone, Everywhere.

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient’s life every second of every day and are committed to continuing to increase the number of patients we serve.

Advancing healthcare with heart.

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference. Join us and help shape wherever we go next. You create your future and ours.

IT Operations Manager - ITSM

Job Summary

Under the general guidance of the Enterprise IT Service Management CoE Lead, the IT Operations Management (ITOM) Manager role is a technical leadership position focused on driving the operational maturity, governance, and performance of ServiceNow’s ITOM modules — including Discovery, CMDB, Service Mapping, Event Management, and the Common Service Data Model (CSDM)

Key to the role is ensuring the trustworthiness of the CMDB as a foundational enterprise dataset, enabling impact analysis, service visibility, operational reporting, ITOM outcomes, and audit readiness.

Employment Type: Full-time

Department: Enterprise IT Service Management

Role Reports to: Head of Enterprise Service Management

Location: Any Location

Work Arrangement: Remote

Scope: Global

Essential Duties

• Lead and mature ITOM capabilities: Guide teams beyond initial implementation into sustained operational excellence, expanding discovery coverage, improving CMDB data quality, enabling automation, and reducing operational labor.
• Integration & automation: Develop and maintain integrations with external systems (e.g., monitoring tools, CMDB feeders) and automate workflows to improve efficiency.
• Collaboration: Work with infrastructure, cloud, security, and application teams to ensure reliable discovery, strong CMDB governance, and actionable service visibility.
• Governance & standards: Enforce CI class modeling, data governance, and alignment with security, risk, and enterprise standards.
• CMDB Ownership: Hands‑on ownership of global the global CMDB, including defining standards and naming conventions, monitoring, reporting, and remediation.
• Mentorship: Manager over the ServiceNow Discovery Lead position

MINIMUM QUALIFICATION REQUIREMENTS

Education

Bachelor’s degree in Computer Science or, equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

ITIL Foundation or higher certification.

Experience

• 7+ years of IT experience in enterprise infrastructure and cloud environments (AWS, Azure, GCP)
• 3–5+ years working with CMDB, Configuration Management, ITSM, ITOM, or Service Asset & Configuration Management.
• Experience administering or governing CMDBs.
• Experience within a multinational enterprise environment.
• Experience with Configuration Management governance and operational processes.
• Preferred experience in ServiceNow modules: CMDB, CSDM, Service Mapping, Event Management, Discovery.

Skills

• Deep understanding of networking, operating systems, and modern infrastructure concepts
• ServiceNow CMDB
• ServiceNow Discovery
• ServiceNow Service Mapping
• Common Service Data Model (CSDM)
• ITIL Service Asset & Configuration Management
• Infrastructure and Cloud Technologies
• ITSM and ITOM Processes
• Data Governance and Data Quality Management

-Or-

An equivalent competency level acquired through a variation of these qualifications may be considered.

Certificates, Licenses, Registrations

ITIL Foundation or higher certification.

ServiceNow certifications such as Certified System Administrator, Certified Implementation Specialist (ITSM/ITOM/CSM) preferred

PHYSICAL REQUIREMENTS (for US Only)

Typical Office Environment requirements include: reading, speaking, hearing, close vision, traverse, bending, sitting, and occasional lifting up to 20 pounds.

Target Pay Range:

$127,000.00 to $158,700.00 - Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data

Target Bonus on Base:

10.0%

We anticipate this requisition will be open for a minimum of five days, from . We encourage your prompt application.

At Terumo Blood and Cell Technologies, we provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well-being, work-life and recognition programs which support in unlocking the potential for you and your family. Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more. To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work-life balance we have vacation and sick time programs for associates. For us, it’s about protecting the personal welfare of our associates and their families, helping to achieve personal goals and offering those extra touches for convenience, security and overall peace of mind.

• Terumo Blood and Cell Technologies is part of Terumo Group, founded in 1921 and headquartered in Tokyo, Japan.
• In 2024, Terumo Blood and Cell Technologies reached $1.5 billion in revenue.
• We employ nearly 8,000 associates globally, with global headquarters in Lakewood, CO, U.S., and regional headquarters in Brussels, Buenos Aires, Singapore and Tokyo.
• We manufacture devices, disposable sets and solutions at our facilities in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam. Our global presence enables us to serve customers in more than 130 countries.
• Our core values help set our direction, guide our actions and keep us true to our corporate mission of contributing to society through healthcare.
  • Respect – Appreciative of others
  • Integrity – Guided by our mission
  • Care – Empathetic to patients
  • Quality – Committed to excellence
  • Creativity – Striving for innovation
• We contribute to the Leukemia and Lymphoma Society (LLS), raising $2.4 million USD since 2025.

We are proud to be an Equal Opportunity Affimative Action Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, order of protection status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, military status or an unfavorable discharge from military service.

Terumo Blood and Cell Technologies is committed to providing a safe, healthy and secure working environment. Our Colorado campus locations are tobacco-free workplaces, and we maintain a drug-free workplace and perform pre-employment substance abuse testing and detailed background verification.