IT Service Manager: AI-Driven ITSM & Automation Leader

Hu-Friedy Mfg. Co., LLC

Northbrook (IL)

On-site

USD 125,000 - 140,000

Full time

14 days+

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Job summary

HuFriedyGroup in Northbrook, IL is seeking an experienced IT Service Manager to build the ITSM function from the ground up, establishing core processes, selecting and owning an ITSM platform, and aligning with ITIL practices across global sites with automation and AI-first design.

You will lead a team of IT Service Specialists, drive KPI-based management, and collaborate with stakeholders to deliver reliable, scalable IT services that support business objectives.

Qualifications

Bachelor's degree or equivalent in information technology, computer science, or related field.
7+ years of IT service management experience, including building or maturing an ITSM function.
Hands-on experience selecting and implementing ITSM/ticketing platforms (ServiceNow, Jira Service Management, Freshservice).
Knowledge of ITIL practices and pragmatic application of frameworks.
Experience leveraging AI, automation, or RPA to reduce manual effort.

Responsibilities

Lead, coach, and develop a team of IT Service Specialists across multiple sites.
Standardize processes, categorization, and service levels across locations while respecting local needs.
Define goals, workload balance, and growth paths as ITSM matures.

Skills

Leadership

Stakeholder management

Problem solving

Strategic thinking

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

You will lead a team of IT Service Specialists, drive KPI-based management, and collaborate with stakeholders to deliver reliable, scalable IT services that support business objectives.

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