Manager | IT Service Management

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

Job summary

CBIZ Advisory Services is seeking a Manager, IT Service Management (ITSM) to lead ITIL-based service management practices in a mid-to-large organization. You will strengthen process discipline, drive continual improvement, and ensure high-quality IT services aligned with business priorities.

Collaborate with IT leadership and stakeholders to governance, measure performance, and deliver consistent service outcomes while guiding a capable team of ITSM professionals through change and incident

Qualifications

• Bachelor’s degree or equivalent experience required.
• At least 6 years of ITSM/IT operations experience.
• Minimum 3 years of supervisory experience.
• ITIL 4 Foundation Certification required; advanced ITIL certs preferred.
• Experience with healthcare industry regulations and cross-functional stakeholders.

Responsibilities

• Manage and continuously improve ITSM practices (Incident, Problem, Change, Knowledge, Service Catalog).
• Maintain ITSM policies, procedures, standards, and governance routines.
• Track and report KPIs, SLAs, OLAs, dashboards and service performance metrics.
• Coordinate root cause analysis and continual service improvement activities.
• Support adoption of ITIL best practices across IT with process owners.
• Facilitate workshops and stakeholder forums to promote process awareness and accountability.
• Provide guidance and prioritization to team members and process owners.
• Serve as escalation point for service management issues and governance questions.

Skills

ITIL

ITSM

Leadership

Facilitation

Stakeholder engagement

Governance

Education

Bachelor’s degree or equivalent experience

Tools

VSTS

Jira

Job description

Responsibilities

We are seeking an experienced

Job Description

#CBIZAdvisory

Responsibilities

We are seeking an experienced Manager, IT Service Management (ITSM) to lead and support ITIL-based service management practices within a mid-to-large organization. This role is responsible for improving ITSM processes, supporting governance routines, monitoring service performance, and ensuring IT services are aligned with business needs, operational priorities, and compliance expectations.

The Manager, IT Service Management will work closely with IT leadership, business stakeholders, and cross-functional teams to strengthen process discipline, promote accountability, support continual improvement, and deliver a consistent, high-quality service experience across the organization.

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.