ITSM Office Leader — ServiceNow & ITIL Excellence

Jobtailor; Connecticut; On-site; USD 180,000 - 240,000; Full time

Job summary

Jobtailor is seeking a senior IT Service Management leader to own the ServiceNow platform strategy, governance, and lifecycle. You will drive ITIL process maturity, manage the team and vendors, and collaborate with IT and business stakeholders to align service management with enterprise goals.

The role requires 10+ years in IT, 3+ years in leadership, and ITIL certification. Travel across MA, CT, and NH and in-office presence are required.

Qualifications

• 10+ years of IT and management experience.
• 3+ years in a leadership role.
• Strong knowledge of ITIL 4 framework.
• ITIL certification required.
• 5+ years managing the ServiceNow platform.
• Willingness for emergency storm assignments.

Responsibilities

• Lead the ITSM Office and ServiceNow strategy, governance, and operations.
• Establish ITSM governance, policies, and standards.
• Drive ITIL process maturity across multiple areas.
• Monitor ITSM performance metrics and KPIs.
• Collaborate with stakeholders to align service practices with goals.
• Oversee continual service improvement across IT services.
• Manage the service management team and vendors.
• Provide storm and emergency response services.
• Own ServiceNow platform strategy, roadmap, and lifecycle.
• Oversee ServiceNow administration, configurations, integrations, security, compliance.
• Manage development team and coordinate enhancements and upgrades.
• Evaluate automation opportunities using Agile methods.
• Mentor ITSM professionals and ServiceNow staff.
• Partner with IT leadership to align SMO objectives.
• Liaise between IT operations, business units, and vendors.
• Travel between MA, CT, and NH as necessary.
• Work at least three days in the office weekly; up to five days if needed.

Skills

ITIL 4

ServiceNow

Leadership

Stakeholder management

KPI reporting

Agile methodology

Automation

Emergency response

Education

Bachelor's degree

Tools

ServiceNow Administration

ServiceNow Configuration

ITSM Tools

Lean Six Sigma

Job description

Jobtailor is seeking a senior IT Service Management leader to own the ServiceNow platform strategy, governance, and lifecycle. You will drive ITIL process maturity, manage the team and vendors, and collaborate with IT and business stakeholders to align service management with enterprise goals.

The role requires 10+ years in IT, 3+ years in leadership, and ITIL certification. Travel across MA, CT, and NH and in-office presence are required.