Manager, IT Service Management (ITSM)

Ryan LLC; Dallas (TX); Hybrid; USD 80,000 - 120,000; Full time

Job summary

Join a forward-thinking company as a Manager of IT Service Management, where you'll lead a dynamic team in optimizing ITSM processes using cutting-edge platforms. This role offers a unique opportunity to drive operational excellence while fostering collaboration and innovation across the organization. With a focus on aligning IT services to business needs, you'll implement best practices and ensure that ITSM tools deliver measurable value. Enjoy a hybrid work environment and a culture that values personal growth, with generous benefits including paid leave for new parents, tuition reimbursement, and more. If you're passionate about IT service management and ready to make a significant impact, this position is for you.

Benefits

Hybrid Work Options

Generous Personal Time Off (PTO) Benefits

14-Weeks of 100% Paid Leave for New Parents

Monthly Gym Membership Reimbursement

401K with Employer Match

Tuition Reimbursement After One Year

Fertility Assistance Program

Four-Week Company-Paid Sabbatical After Five Years

Qualifications

• 7+ years of experience in ITSM or IT operations roles.
• Demonstrated expertise with Ivanti ITSM platforms.
• ITIL Intermediate or Expert certification strongly preferred.

Responsibilities

• Lead the ITSM team in implementing and improving ITSM processes.
• Oversee the ITSM roadmap and manage cross-functional initiatives.
• Serve as the primary liaison between ITSM and business units.

Skills

ITIL Frameworks

ITSM Process Optimization

Leadership

Project Management

Collaboration

Education

Bachelor’s Degree in IT or related field

Tools

Ivanti

Microsoft DevOps

Jira

Microsoft Project

Job description

Manager, IT Service Management (ITSM)

Apply locations: Dallas, Remote

Time type: Full time

Posted on: Posted 3 Days Ago

Job requisition id: R0016082

Why Ryan?

• Hybrid Work Options
• Award-Winning Culture
• Generous Personal Time Off (PTO) Benefits
• 14-Weeks of 100% Paid Leave for New Parents (Adoption Included)
• Monthly Gym Membership Reimbursement OR Gym Equipment Reimbursement
• Benefits Eligibility Effective Day One
• 401K with Employer Match
• Tuition Reimbursement After One Year of Service
• Fertility Assistance Program
• Four-Week Company-Paid Sabbatical Eligibility After Five Years of Service

The Manager, IT Service Management (ITSM), leads the ITSM team in implementing, administering, and continuously improving ITSM processes and tools, with a focus on aligning IT services to business needs. This role requires expertise in ITIL frameworks and hands-on experience with ITSM platforms, particularly Ivanti, to drive operational excellence. The Manager oversees the ITSM roadmap, leads cross-functional initiatives, and ensures that ITSM tools and processes deliver measurable value to the organization while fostering collaboration and innovation.

Duties and responsibilities, as they align to Ryan’s Key Results:

Leadership and Strategy

• Contributes to the development and execution of ITSM strategy, ensuring alignment with organizational goals, ITIL best practices, and the capabilities of Ryan’s SM platform, Ivanti.
• Leads and develops the ITSM team, fostering collaboration, accountability, and professional growth.
• Acts as the organizational expert on Ivanti, advising senior leadership on process optimization, system capabilities, and future enhancements.
• Establishes and monitors KPIs, SLAs, and OLAs to measure ITSM performance and identify improvement opportunities.
• Collaborates on the ITSM roadmap, focusing on delivering new Ivanti modules, tools, and integrations to enhance service management.

Operational Management

• Leads the implementation, configuration, and management of ITSM processes within Ivanti, including Incident, Problem, Change, Service Request, and Knowledge Management.
• Ensures Ivanti is optimized to meet business needs, maintaining performance, usability, and scalability.
• Collaborates with IT and business leaders to define SLAs and OLAs supported by Ivanti workflows.
• Manages the ITSM application backlog within tools like Ivanti, Microsoft DevOps, or Jira, prioritizing tasks based on business impact.
• Assists with incident resolution efforts, leveraging Ivanti’s capabilities for effective communication, tracking, and root cause analysis.
• Ensures ITSM process documentation is updated and accessible, meeting compliance and audit requirements.

Collaboration and Communication

• Serves as the primary liaison between the ITSM team, IT departments, and business units, ensuring that Ivanti solutions align with organizational needs.
• Partners with stakeholders to gather, prioritize, and translate requirements into actionable Ivanti configurations and workflows.
• Works with QA/UAT teams to validate Ivanti configurations, ensuring robust testing and alignment with business outcomes.
• Provides regular updates to senior leadership on Ivanti’s performance, system usage, and improvement opportunities.
• Champions Ivanti’s user-focused capabilities, ensuring tools and processes deliver an intuitive experience for end-users and IT staff.

Education and Experience:

• Bachelor’s Degree in IT, Business Administration, Computer Science, or a related field preferred.
• 7+ years of experience in ITSM or IT operations roles, with 3+ years in a leadership or managerial capacity.
• Demonstrated expertise with Ivanti ITSM platforms, including system configuration, administration, and process optimization.
• Proven track record of implementing and managing ITSM processes, with a strong understanding of ITIL frameworks; ITIL Intermediate or Expert certification strongly preferred.
• Experience in managing complex ITSM projects, including migration or consolidation efforts, with Ivanti experience as a significant advantage.

Technical and Computer Skills:

• Advanced proficiency in Ivanti ITSM modules (Incident, Problem, Change, Asset, Service Catalog, etc.) with experience in customization and workflow development.
• Strong understanding of ITIL processes and their implementation within Ivanti or similar platforms.
• Skilled in project management tools such as Microsoft Project, Azure DevOps, or Jira.
• Experience with reporting and analytics within Ivanti, including dashboards, KPIs, and SLA tracking.
• Ability to evaluate complex technical and business requirements to deliver scalable Ivanti solutions.

Certificates and Licenses:

• ITIL Foundation Certification required; ITIL Intermediate or Advanced certifications strongly preferred.
• Ivanti certifications, such as Ivanti Certified Administrator or Ivanti Service Manager, are highly desirable.
• PMP or equivalent certification is a plus.

Supervisory Responsibilities:

• Directly manages the ITSM team, including analysts and administrators, with a focus on Ivanti expertise.
• Provides coaching and feedback to team members, ensuring continuous learning and professional growth in ITSM and Ivanti-specific skills.
• Allocates resources and sets priorities to ensure timely delivery of ITSM projects and support activities.

Work Environment:

• Standard office environment; hybrid or remote work options may be available.
• Occasional after-hours work may be required to address critical ITSM events or deployments.
• Regular collaboration with internal teams, vendors, and senior leadership.