ITSM Manager - Fully Remote Opportunity

Zealogics.com; United States; Remote; USD 90,000 - 135,000; Full time

Job summary

Zealogics.com seeks an experienced IT Service Management Lead to shape enterprise IT processes and govern ITIL, Lean Six Sigma, ISO 20000 and DevOps practices within a US-based organization.

You will partner with Operations, Product and Development teams to drive automation, improve service reliability, and ensure compliance with industry standards while mentoring cross-functional teams.

Qualifications

• Bachelor's degree in IT or CS or related field.
• 8+ years of ITSM experience in IT Service Management.
• ITIL certification (Managing Professional) is required.
• Experience leading cross-functional teams and communicating with executives.
• Familiarity with ServiceNow and ITSM platforms.
• Strong English communication skills.
• Willingness to work beyond standard hours when needed.

Responsibilities

• Lead ITSM governance, policies, and procedures.
• Collaborate with Operations, Product and Development teams.
• Drive automation opportunities to improve ITSM efficiency.
• Mentor and motivate cross-functional teams.
• Communicate risk and incident management to senior leadership.

Skills

ITIL

Lean Six Sigma

ISO 20000

DevOps

Cloud: Azure

Cloud: Google Cloud

Agile/Scrum

Data analytics

Stakeholder management

Leadership

Communication

Education

Bachelor's degree in Information Technology or Computer Science

8+ years ITSM experience

ITIL certification

Tools

ServiceNow

ITSM platforms

Job description

• Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, ISO 20000, DevOps is a must
• Good knowledge of cloud technologies, primarily Microsoft Azure & Google Cloud Technologies
• Understanding of Agile / Scrum / DevOps approach to realize business value for the customer
• Skilled in data analytics through reports to assess process health, identify gaps, and recommend actionable improvements.
• Experience managing service management processes, policies, procedures, and guidelines
• Strong leadership skills and the ability to work effectively with business people and IT operations staff
• Ability to lead and motivate cross-functional, interdisciplinary teams to achieve tactical and strategic goals
• Excellent verbal, written and interpersonal communication skills, including the ability to communicate effectively with the Operations, Product and Development teams, management, and business personnel
• Professionalism and commitment which includes investing time outside office hours when deemed required
• Ability to build productive relationships with peers and customers

Technical skills

• Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, ISO 20000, DevOps is a must
• Good knowledge of cloud technologies, primarily Microsoft Azure & Google Cloud Technologies
• Understanding of Agile / Scrum / DevOps approach to realize business value for the customer
• Skilled in data analytics through reports to assess process health, identify gaps, and recommend actionable improvements.
• Experience managing service management processes, policies, procedures, and guidelines
• Strong leadership skills and the ability to work effectively with business people and IT operations staff
• Ability to lead and motivate cross-functional, interdisciplinary teams to achieve tactical and strategic goals
• Excellent verbal, written and interpersonal communication skills, including the ability to communicate effectively with the Operations, Product and Development teams, management, and business personnel
• Professionalism and commitment which includes investing time outside office hours when deemed required
• Ability to build productive relationships with peers and customers

Description of level of Qualifications

• Bachelor's degree in Information Technology or Computer Science or related discipline or equivalent professional experience
• 8+ years of experience in IT Service Management, with4+years professional experience in IT Service Management

• ITILCertification isa must: ITIL Managing Professional, Practice Manager certification is a plus
• Familiarity with ITSM platforms (e.g., ServiceNow)
• Demonstrated ability to engage and brief senior leadership and executives
• Exceptional Major Incident communication skills and decision‑making skills under pressure

Experience/Knowledge

• Strong understanding of ITIL framework (ITIL certification preferred).
• Experience with ServiceNow or similar ITSM platforms.
• Excellent communication and stakeholder management skills.
• Analytical mindset with experience in metrics and reporting.
• High proficiency in English (spoken and written).
• Experienceofworking in a multi-cultural and multi-vendor environment in a multi-disciplineteam in multiple country locations with sound knowledge in building effective workingrelationships.
• Up-to-date market understanding of cloud technologies
• Experience in technology architecture in an enterprise environment
• Experience in ITSM process governance
• Demonstrable experience with Service Operations
• A strong understanding of IT / Business processes,challenges,and issues
• Attention to detail and pride in well-presented and accurate work; Strong problem solving, analytical, and independent judgment skills to support an environment driven by customer service and teamwork
• Must be able to work autonomously and independently with minimal guidance
• Open to adopting artificial intelligence and keen to identify and implement automation opportunities that improve ITSM process efficiency, governance, decision-making, and service outcomes.