ITSM Manager

Phaxis; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Phaxis is looking for a leader in enterprise IT Service Management (ITSM) to own and enhance the ServiceNow platform. This role combines hands-on leadership with strategic oversight, optimizing IT service delivery across the organization.

Key responsibilities include defining the ITSM strategy, driving platform maturity, and ensuring best practices in service delivery. The ideal candidate will have strong experience with ServiceNow integrations and managing stakeholder relationships while transforming IT services.

Qualifications

• End-to-end ownership of ServiceNow as a strategic platform.
• Proven ability to design and mature enterprise ITSM functions.
• Experience driving modernization of IT service delivery.
• Strong experience integrating ServiceNow with enterprise systems.
• Experience leading ITSM teams and managing stakeholder relationships.

Responsibilities

• Lead the ITSM function with ownership of the ServiceNow platform.
• Define and evolve the ITSM strategy and platform maturity.
• Drive automation and service excellence across the organization.
• Ensure compliance and embed ITSM practices across teams.
• Manage roadmap execution and platform integrity.

Skills

Enterprise ServiceNow Ownership

ITSM Strategy & Operating Model Leadership

Service Transformation & Self-Service Enablement

Automation & Enterprise Integrations

Leadership, Governance & Stakeholder Management

Job description

This role leads the enterprise IT Service Management (ITSM) function with full ownership of the ServiceNow platform as a core operational and service delivery capability. It is responsible for defining and evolving the ITSM strategy, driving platform maturity, and transforming how IT services are delivered across the organization. The position combines hands-on ServiceNow platform leadership with strategic oversight of ITSM processes, governance, automation, and service excellence. It focuses on building scalable, self-service-driven operating models, improving end-to-end service experience, and ensuring ITSM practices are embedded across enterprise systems, teams, and vendors. This leader is accountable for roadmap execution, platform integrity, and continuous improvement aligned with business priorities, SLAs, and compliance requirements.

Key Requirements / Skills:

• Enterprise ServiceNow Ownership: End-to-end ownership of ServiceNow as a strategic platform, including roadmap, architecture oversight, configuration governance, and continuous enhancement of ITSM capabilities.
• ITSM Strategy & Operating Model Leadership: Proven ability to design and mature enterprise ITSM functions, embedding ITIL processes (Incident, Problem, Change, Request) into scalable operating models.
• Service Transformation & Self-Service Enablement: Experience driving modernization of IT service delivery, including self-service adoption, multi-channel support (portal, Teams, email, phone), and user experience optimization.
• Automation & Enterprise Integrations: Strong experience integrating ServiceNow with enterprise systems (e.g., Workday, Intune, monitoring and infrastructure tools) and driving end-to-end workflow automation.
• Leadership, Governance & Stakeholder Management: Experience leading ITSM teams and vendors while partnering with IT and business leadership to define SLAs/KPIs, ensure compliance, and drive enterprise-wide adoption and service improvement.