ITSM Operations Leader: Service Desk & ServiceNow

Novolex; Lake Forest (IL); Sur place; USD 140 000 - 200 000; Plein temps

Résumé du poste

Novolex in Lake Forest, IL, seeks a Senior Manager, IT Service Management to translate ITSM strategy into reliable service delivery across Service Desk, Access Management, and the ServiceNow platform.

You will partner with stakeholders, own incident response, SLA attainment, and continuous improvement; manage managed services and cross-functional teams; drive governance and metrics to ensure high-quality employee IT experiences.

Qualifications

• Experience leading ITSM operations across multiple domains (Service Desk, Access Management, ServiceNow).
• Proven track record of incident response, escalation, and post-incident reviews.
• Strong governance, KPI & SLA management for enterprise IT services.
• Collaboration with cross-functional teams and managed services providers.

Responsabilités

• Provide senior operational oversight of the service desk through a managed services provider, ensuring reliability and SLA attainment.
• Own incident management, major incident response, and post-incident reviews with stakeholders.
• Oversee user access request fulfillment, approvals, and lifecycle management.
• Drive ServiceNow platform governance, catalog management, and knowledge base improvements.
• Establish KPIs, monitor performance trends, and report to IT leadership.

Connaissances

ITSM Leadership

Incident Management

Service Desk Oversight

Access Management

Outils

ServiceNow

Description du poste

Novolex in Lake Forest, IL, seeks a Senior Manager, IT Service Management to translate ITSM strategy into reliable service delivery across Service Desk, Access Management, and the ServiceNow platform.

You will partner with stakeholders, own incident response, SLA attainment, and continuous improvement; manage managed services and cross-functional teams; drive governance and metrics to ensure high-quality employee IT experiences.