Manager, IT Services (Service Now)

BioSpace; Osage City (KS); Hybrid; USD 155,000 - 170,000; Full time

Benefits offered by this job

Annual and spot bonuses

Stock options and RSUs

Comprehensive wellness program

Education reimbursement program

401(k) with employer match

Job summary

A biotechnology company is seeking an IT Service Management Leader to design and manage ServiceNow-based ITSM processes. This hybrid position requires strong technical and leadership skills, with responsibilities including developing ITSM strategies and managing service providers. The ideal candidate has over 5 years of ITSM experience, particularly with ServiceNow, and a bachelor's degree in a relevant field. Competitive salary range is offered.

Qualifications

• 5+ years of ITSM experience, specifically in ServiceNow.
• Hands-on experience configuring and administering ServiceNow in a production environment.
• Proven experience managing MSPs and third-party service providers.

Responsibilities

• Develop and execute a comprehensive ITSM strategy aligned with business and regulatory needs.
• Own and manage the configuration, customization, and administration of the ServiceNow platform.
• Lead incident management and major incident response processes.

Skills

ServiceNow configuration

ITIL frameworks

Stakeholder management

Agile service delivery

AI utilization

Education

Bachelor’s degree in Information systems, Computer Science, or related field

Tools

ServiceNow

Job description

Overview

We are seeking a strategic, hands-on IT Service Management (ITSM) Leader at the Manager level to design, implement, and manage ServiceNow-based ITSM processes that align with our business goals and regulatory requirements. The successful candidate will combine strong technical acumen with leadership skills, directly managing the platform as well as guiding managed service providers (MSPs) to deliver best-in-class IT services. This role is with Avidity Biosciences, Inc.

Responsibilities

• Through successful delivery of an ITSM roadmap, this leader will contribute to improving customer service experience and create capacity for service management teams.
• Collaborate with IT leadership, business units, and compliance teams to align services with organizational priorities.
• Develop and execute a comprehensive ITSM strategy aligned with business and regulatory needs.
• Serve as the primary owner of ITSM processes and continuous improvement initiatives.

ServiceNow Management

• Own and manage the configuration, customization, and administration of the ServiceNow platform.
• Help define the ServiceNow strategy to support complementary applications such as Moveworks.
• Leverage AI where appropriate to accelerate benefits of the ServiceNow platform.
• Develop and maintain ITSM modules which may include Incident, Problem, Change, Request, CMDB, and Knowledge Management.
• Implement automation, self-service capabilities, and workflows to improve user experience and service delivery.
• Ensure platform performance, security, and scalability to support current and future needs.

Operational Support & Governance

• Work with Site Services leader to oversee day-to-day IT service operations, ensuring SLAs, KPIs, and compliance requirements are met.
• Lead incident management and major incident response processes, ensuring timely resolution and communication.
• Manage relationships and performance of external MSPs and vendors supporting ITSM delivery.
• Define and maintain governance structures, policies, and controls to ensure ITSM process integrity and audit readiness.

People & Stakeholder Engagement

• Collaborate with internal IT staff and cross-functional stakeholders such as infrastructure, security and IT business partners on establishing best practices and facilitating process improvement activities where appropriate.
• Foster a service-oriented culture, promoting ITSM best practices and service excellence.
• Follow organizational change management best practices to support teams in adopting new technologies.

What We Seek

• Bachelor’s degree in Information systems, Computer Science, or related field.
• 5+ years of ITSM experience, specifically in ServiceNow.
• Hands-on experience configuring and administering ServiceNow in a production environment.
• Deep understanding of ITIL frameworks and life sciences regulatory environments (e.g., GxP, SOX).
• Proven experience managing MSPs and third-party service providers.
• Experience with agile service delivery.
• Passionate about leveraging AI and learning new skills.
• Effective communication and stakeholder management skills.
• ServiceNow Certified System Administrator or Implementation Specialist is preferred.
• Experience in biotech, pharmaceutical, or medical device organization is preferred.
• Familiarity with quality systems and computerized system validation (CSV) is preferred.

What We Will Provide You

• The base salary range for this role is $155,000 - $170,000. The final compensation will be commensurate with such factors as relevant experience, skillset, internal equity and market factors.
• Avidity offers competitive compensation and benefits, which include the opportunity for annual and spot bonuses, stock options, and RSUs, as well as a 401(k) with an employer match. In addition, the comprehensive wellness program includes coverage for medical, dental, vision, and LTD, and four weeks of time off.
• A commitment to learning and development which includes a variety of programming internally developed by and for Avidity employees, opportunities for job-specific training offered by industry, and an education reimbursement program.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Internet News
• Location: Hybrid
• FLSA: Exempt