IT Service Management Leader - ServiceNow & ITIL

Department-of-Finance; New York (NY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

NYC Department of Finance (DOF) is seeking a Manager of IT Service Management to lead the adoption and continuous improvement of ITIL-based ITSM processes. The role will own the ServiceNow platform, drive governance across Incident, Problem, Change, and Knowledge Management, and supervise a team of ITSM analysts to deliver service excellence.

The candidate will collaborate with stakeholders to align ITSM outcomes with business objectives, develop training materials, and monitor KPIs/SLAs to

Qualifications

• Master's degree in CS with at least 3 years in IT management.
• Alternatively, bachelor's with 4 years in IT management.
• Proficiency in ITIL and ITSM practices.

Responsibilities

• Lead ITSM process implementation and governance.
• Oversee Incident, Problem, Change, Knowledge Management.
• Manage ServiceNow configuration and integration.
• Mentor ITSM analysts and monitor KPIs/SLAs.
• Coordinate with IT and business stakeholders to align goals.

Skills

ITSM

ServiceNow

ITIL

Leadership

Stakeholders

Education

Master's degree in Computer Science

Bachelor's degree

High school diploma

Tools

ServiceNow ITSM

Navvia

Visio

Job description

NYC Department of Finance (DOF) is seeking a Manager of IT Service Management to lead the adoption and continuous improvement of ITIL-based ITSM processes. The role will own the ServiceNow platform, drive governance across Incident, Problem, Change, and Knowledge Management, and supervise a team of ITSM analysts to deliver service excellence.

The candidate will collaborate with stakeholders to align ITSM outcomes with business objectives, develop training materials, and monitor KPIs/SLAs to