IT Service Manager: AI-Driven ITSM Transformation

Hu-Friedy Mfg. Co., LLC; Northbrook (IL); On-site; USD 125,000 - 140,000; Full time

Job summary

HuFriedyGroup in Northbrook, IL is seeking an IT Service Manager to lead the build-out of ITSM, including incident, change, and problem management, while aligning with ITIL principles and business needs.

You will stand up processes, select and own ITSM tooling, and drive AI-first modernization with cross-functional teams. This role oversees a team across HuFriedyGroup facilities, focused on reliable, scalable IT services and measurable outcomes.

Qualifications

• Bachelor’s degree in IT or related field or equivalent experience.
• 7+ years in IT service management with hands-on build/maturation.
• Experience selecting and implementing ITSM platforms and workflows.
• Working knowledge of ITIL practices.
• Proven experience using AI/automation in IT service delivery.
• Proven people management and distributed team leadership.
• Excellent communication and stakeholder management.

Responsibilities

• Lead and develop a global team of IT Service Specialists.
• Standardize processes and SLAs across locations.
• Define goals, workloads, and performance expectations.

Skills

Leadership

Communication

Stakeholder management

People management

Analytical skills

Problem solving

Project management

Vendor management

ITIL knowledge

AI/Automation

Education

Bachelor’s degree in IT or related field

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

HuFriedyGroup in Northbrook, IL is seeking an IT Service Manager to lead the build-out of ITSM, including incident, change, and problem management, while aligning with ITIL principles and business needs.

You will stand up processes, select and own ITSM tooling, and drive AI-first modernization with cross-functional teams. This role oversees a team across HuFriedyGroup facilities, focused on reliable, scalable IT services and measurable outcomes.