Manager- IT Service Management

Boscov's Department Store, LLC; Reading (Berks County); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Short term disability

Long term disability

Job summary

Boscov's Department Store, LLC is seeking a Manager, IT Service Management to lead 24/7 IT operations and ensure reliable service delivery across stores, offices, and distribution. You will champion ITIL practices, manage an outsourced helpdesk, and drive Jira-based processes for incident, change, and asset management in a retail environment.

Lead Major Incident response, oversee CMDB activities with Device42, and develop dashboards to monitor service levels, incident trends, and improvement

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent professional experience.
• 5+ years in IT service management or IT operations with at least 2 years in leadership.
• ITIL Foundation certification required; ITIL Intermediate or higher preferred.
• Experience leading Major Incident response and change control processes.
• Advanced knowledge of ITSM tools such as Jira, ServiceNow, etc.
• Experience managing outsourced or third-party helpdesk providers.
• Familiarity with Device42 and CMDB practices.
• Knowledge of business continuity and disaster recovery planning for IT systems.
• Strong communication to lead cross-functional teams under pressure.
• Willingness to support a 24/7 operational environment including on-call rotation.

Responsibilities

• IT Operations (24/7): Oversee round-the-clock IT operations to ensure continuous availability, monitoring, and rapid response.
• Helpdesk & Vendor Management: Own the relationship with the Helpdesk provider and other providers, ensuring SLA compliance.
• Incident & Problem Management: Lead Major Incidents and drive root-cause analysis to prevent recurrence.
• Change Management: Run change control process and chair CAB reviews with minimal risk.
• Service Request Management: Ensure service requests are updated and closed within SLA.
• Asset Management: Maintain IT asset records using Device42 and ensure audit readiness.
• ITIL & IT Service Management: Promote ITIL practices via Jira Service Management.
• Business Recovery: Maintain and exercise IT service recovery plans for quick restoration.
• Operational Metrics: Develop dashboards and reports for service levels and incidents.
• Procedures & Runbooks: Maintain runbooks, escalation paths, templates, and knowledge articles.
• Enterprise Job Scheduling: Ensure timely batch processing and data integrations with high availability.
• Cross-functional Collaboration: Align IT services with store ops, security, and business teams.

Skills

ITSM

Leadership

Incident management

Change management

Vendor management

Jira

ServiceNow

CMDB

Asset management

Communication

On-call rotation

Education

Bachelor's degree or equivalent

Tools

Jira

ServiceNow

Device42

Job description

Experienced IT service management leaders, bring your expertise to work for you where people love to shop! Boscov's is a chain of full-service department stores serving the total family needs of our customers. For over 100 years, Boscov's has been known for its great values and famous brands, and for offering a broad selection of quality merchandise in its stores and online. We are looking for a Manager, IT Service Management to join our Information Technology team.

As part of a fast-paced, dynamic Information Technology team, you will own the health and reliability of IT service delivery across the organization, leading 24/7 IT operations and serving as the primary escalation point for major incidents. You will champion ITIL-aligned service management practices across incident, change, problem, service request, and asset management, oversee an outsourced helpdesk partner, and drive disciplined use of Jira to keep technology services available, recoverable, and continuously improving for stores, corporate offices, and distribution. If you are looking for a great opportunity to pursue a rewarding career with a company known for quality and big savings,

Responsibilities

• IT Operations (24/7): Oversee round-the-clock IT operations to ensure continuous availability, monitoring, and rapid response across all critical systems and services.
• Helpdesk & Vendor Management: Own the relationship with our Helpdesk provider and other operational service providers, holding them accountable to SLAs, service quality, issue resolution, and continuous improvement.
• Incident & Problem Management: Lead all Major Incidents and drive root-cause analysis to minimize major and recurring incidents, turning incident data into lasting fixes.
• Change Management: Run the change control process, chairing change advisory board reviews and ensuring all changes are assessed, approved, and implemented with minimal risk.
• Service Request Management: Ensure service request tickets are actively updated and closed within SLA, holding teams accountable for performance.
• Asset Management: Maintain accurate IT asset records using Device42, ensuring the asset lifecycle is tracked and audit-ready.
• ITIL & IT Service Management: Champion ITIL best practices across the organization using Jira Service Management, keeping processes consistent, mature, practical, and measurable for the pace of a retail organization.
• Business Recovery: Maintain and exercise business recovery plans for IT services so critical systems can be restored quickly following a disruption.
• Develop operational metrics, dashboards, and reporting for service levels, incident trends, change success, helpdesk performance, recurring issues, and improvement opportunities.
• Maintain operational procedures, runbooks, escalation paths, communication templates, and knowledge articles to improve consistency and speed of support.
• Enterprise Job Scheduling: Ensure the timely execution of batch processes, data integrations, and critical business workflows while maintaining high system availability.
• Partner with infrastructure, applications, security, store operations, and business teams to ensure IT services support retail priorities and seasonal operating demands.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent professional experience.
• 5+ years of experience in IT service management or IT operations, with at least 2 years in a leadership or management capacity.
• ITIL Foundation certification required; ITIL Intermediate or higher preferred.
• Demonstrated experience leading Major Incident response and managing change control processes.
• Advanced knowledge of ITSM tools such as Jira, ServiceNow, etc.
• Experience managing outsourced or third-party helpdesk/support providers.
• Familiarity with IT asset management tools (e.g., Device42) and CMDB practices.
• Working knowledge of business continuity and disaster recovery planning for IT systems.
• Strong communication skills, with the ability to lead cross-functional teams under pressure.
• Availability to support a 24/7 operational environment, including on-call rotation as needed.

At Boscov's, we value our employees, and that's why we provide a competitive compensation and benefits package. As a Full-Time member of our team, you will be eligible to receive:

• Short term disability/ Long term disability- voluntary