Manager | IT Service Management

CBIZ; Cleveland (OH); On-site; USD 110,000 - 150,000; Full time

Job summary

CBIZ is seeking a senior IT Service Management Lead to drive governance and continual improvement across Incident, Problem, Change, Knowledge, and Service Catalog. You will partner with IT and business stakeholders to align processes with organizational goals and risk considerations.

The role requires 7+ years in ITSM, IT operations, or related delivery roles, with ITIL expertise and strong leadership, facilitation, and reporting skills. Located in Cleveland, OH; on-site role with hybrid options.

Qualifications

• Bachelor’s degree or equivalent experience.
• 6+ years in ITSM/IT Operations or related roles; leadership experience.
• Experience with process governance and service improvement in large organizations.
• Knowledge of ITIL practices: Incident, Problem, Change, Knowledge, Service Catalog, governance.

Responsibilities

• Manage and improve ITSM practices across Incident, Problem, Change, Knowledge, Service Catalog.
• Maintain ITSM policies, procedures, and governance for scalable service delivery.
• Track KPIs, SLAs, OLAs, dashboards, and performance metrics.
• Coordinate RCA, process reviews, and continual service improvement activities.
• Support cross-functional adoption of ITIL best practices with process owners and teams.
• Facilitate workshops and training to promote process awareness and accountability.
• Provide guidance to team members and stakeholders on ITSM execution.
• Serve as escalation point for service management issues and governance questions.

Skills

ITSM processes

Incident management

Problem management

Change management

Knowledge management

Service catalog

Governance

KPI reporting

SLA/OLA tracking

Stakeholder facilitation

Cross-functional leadership

Training facilitation

Data analysis

Leadership

Jira

VSTS

Education

Bachelor’s degree in IT/IS or related field

PMP preferred

Healthcare industry knowledge

Tools

Jira

VSTS

Job description

Essential Functions and Primary Duties

• Manage and continuously improve core ITSM practices, including Incident, Problem, Change, Knowledge, Service Catalog, and related service management processes
• Maintain ITSM policies, procedures, standards, and governance routines to support consistent and scalable service delivery
• Track, analyze, and report on KPIs, SLAs, OLAs, dashboards, and service performance metrics to assess process effectiveness and identify improvement opportunities
• Coordinate root cause analysis, process reviews, service reviews, and continual service improvement activities that address recurring issues and improve operational outcomes
• Support cross-functional adoption of ITIL best practices by partnering with process owners and operational teams to ensure consistent execution across IT
• Facilitate workshops, training sessions, and stakeholder forums to promote process awareness, adherence, accountability, and sustained improvement
• Use data, governance routines, and performance insights to reinforce accountability and drive measurable improvements in service quality and reliability
• Partner with IT and business stakeholders to align service management practices with organizational priorities, risk considerations, audit requirements, and operational goals
• Provide guidance, prioritization, and support to team members, process owners, and cross-functional contributors involved in ITSM processes and service improvement activities
• Serve as an escalation point for service management-related issues, process exceptions, governance questions, and stakeholder concerns

Preferred Qualifications

• 7+ years of progressive experience in IT Service Management, IT Operations, or related technology service delivery roles, including experience supporting process governance and service improvement initiatives
• ITIL® 4 Foundation Certification required; advanced ITIL certifications preferred
• Demonstrated success implementing, governing, and improving ITSM practices across mid-to-large, complex, or matrixed organizations
• Strong experience owning, maturing, and integrating ITIL practices, including Incident, Problem, Change, Knowledge, Service Catalog, and continual improvement processes
• Experience building and interpreting operational metrics, KPIs, SLAs, dashboards, and reporting to inform decisions and improve service outcomes
• Strong analytical, problem-solving, and root cause analysis skills with the ability to translate insights into actionable process improvements and recommendations
• Excellent facilitation, communication, training, and stakeholder engagement skills, with the ability to influence at leadership and operational levels
• Strong leadership, collaboration, prioritization, and time management abilities, including the ability to manage competing priorities in a fast-paced environment

Minimum Qualifications

• Bachelor's degree or equivalent experience required
• At least 6 years of related experience required
• Minimum 3 years of supervisory experience required
• A degree in Information Technology, Computer Systems Analysis, or Management Information Systems is preferred
• PMP preferred
• Demonstrated knowledge of healthcare industry regulations, policies, and procedures
• Demonstrated knowledge and experience working with business stakeholders and leaders, IT project planning, delivery, and execution using Traditional and Agile SDLC methodologies
• Experience with VSTS, Jira, and/or other team/project collaboration tools
• Ability to work in and lead a team, while communicating and coordinating with peer teams
• Ability to formulate, document and recommend new policies and procedures
• Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
• Ability to travel as required by business and on-call availability
• Ability to lift up to 50lbs

ABOUT US

CBIZ, Inc. (NYSE: CBZ) is a leading professional services advisor to middle-market businesses nationwide. With industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers actionable insights to help clients anticipate what is next and discover new ways to accelerate growth.

CBIZ has more than 9,500 team members across 23 major markets coast to coast. CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.

Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States.

CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services.

In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.

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