IT Service and Requirements Manager

Hakkōda, an IBM Company; Herndon (VA); On-site; USD 120,000 - 150,000; Full time

Job summary

Hakkōda, an IBM Company, seeks an IT Service and Requirements Manager to oversee the design, delivery, and continual improvement of IT services aligned with business goals. You will coordinate new processes with stakeholders, manage incident and change activities, and drive automation via ServiceNow.

The role requires leading CAB sessions, documenting processes, and reporting effectiveness to Leadership, with a focus on cross‑functional collaboration and enterprise ITIL 4 practices.

Qualifications

• Bachelor’s degree in information technology or related field.
• Five+ years of experience providing processes for technical/IT projects.
• Excellent verbal and written communication skills.
• Experience using ServiceNow.
• Proficient with Microsoft Office Applications (Teams, Outlook, OneNote, Excel, Project, Word, PowerPoint).
• Experience using SharePoint.
• Requires a Secret Clearance.
• IT service management tools beyond Remedy, ServiceNow, and IBM Control Desk to drive efficient IT service management.
• ITIL 4 processes for incident management, change enablement, continual improvement, knowledge management.

Responsibilities

• Oversee design, delivery, and continual improvement of IT services to meet business needs.
• Coordinate development of new processes with stakeholders across the organization.
• Report on effectiveness of processes and tools to Leadership.
• Act as Change Manager and direct weekly CAB meetings with agenda and minutes.
• Collaborate with ServiceNow team to document automation requirements.
• Document new processes and establishment of continual improvement initiatives.

Skills

ServiceNow

MS Office

SharePoint

Secret Clearance

ITIL 4

Cross-Functional Collaboration

Incident Management

Education

Bachelor’s degree in information technology or related field

Job description

Position Description: The IT Service and Requirements Manager is responsible for overseeing the design, delivery, and continuous improvement of IT services while ensuring they meet and exceed business needs. This role bridges technical operations with strategic planning, aligning IT capabilities with organizational goals, and managing both service delivery and functional requirements. Responsibilities include:

• Provides oversight and support of all organizational processes.
• Coordinates efforts to develop new processes with stakeholders across the organization.
• Reports on effectiveness of processes and tools to Leadership.
• Provides oversight and support of Incident Manager in accordance with the Incident Management SOP.
• Acts as Change Manager for the Organization.
• Directs weekly CAB meetings, to include providing agenda and meeting minutes.
• Works with stakeholders across the organization to define new process objectives. Documents new processes and automation requirements (working closely with ServiceNow team).
• Manage Continual Improvement Initiatives, i.e. Establishment and review of all business processes to include all supportive documentation that is required to implement the process.

Examples include, Service Catalog Request Processes, Incident Management, Change Management, Problem Management.

• Participates in specialized areas of expertise, COOP plans, Asset management, and testing, when appropriate.
• Translates business processes into automation requirements for Implementation team (ServiceNow).
• Bachelor’s degree in information technology or related field,
• Five plus years of experience providing process for technical/IT projects.
• Excellent verbal and written communication skills.
• Experience using ServiceNow Proficient with Microsoft Office Applications (Teams, Outlook, OneNote, Excel, Project, Word, PowerPoint).
• Experience using SharePoint. Requires a Secret Clearance
• IT Service Management Tools: Deep expertise in utilizing IT service management tools beyond Remedy, ServiceNow, and IBM Control Desk, such as their equivalents, to drive efficient IT service management.
• Advanced Business Functionality: Experience with advanced business functionality of IT service management applications, enabling seamless integration with business operations.
• Cross-Functional Collaboration: Deep understanding of how IT service management solutions interact with other business functions, ensuring smooth business operations and minimal disruptions. ITIL 4- Processes for incident Management, Change Enablement, Continual Improvement, Knowledge Management. United States Infrastructure & Technology Professional Herndon, US (0147) International Business Machines Corporation