Remote Enterprise Service Management Lead

Maximus; Augusta (ME); Remote; USD 90,000 - 135,000; Full time

Job summary

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to lead transformation of Enterprise Service Request Management, Knowledge Management, Service Catalog, and Service Automation across the organization.

You will modernize how Maximus employees consume IT services through self-service, automation, and AI-enabled support, while guiding a small team and collaborating with IT and business stakeholders to improve efficiency and outcomes.

Qualifications

• 5+ years of IT Service Management experience.
• 4+ years of hands-on ServiceNow platform experience.
• 3+ years of people leadership, program leadership, or enterprise process ownership experience.
• ITIL v3 or v4 Foundation Certification required.
• Deep understanding of ITSM processes and ITIL best practices.
• Proven experience leading Service Request Management and Knowledge Management functions.

Responsibilities

• Lead Enterprise Service Request Management strategy and governance, including the Service Catalog, Employee Center, service ownership, lifecycle management, and continuous improvement.
• Direct Service Catalog management and rationalization, service design, intake governance, and catalog optimization.
• Manage ServiceNow workflow automation and digital transformation initiatives using Flow Designer, Workflow Editor, Service Catalog, and Employee Center.
• Establish and govern OLAs, KPIs, fulfillment metrics, service quality standards, and operational performance reporting.
• Implement enterprise Knowledge Management strategy and governance framework.
• Drive knowledge-sharing, self-service enablement, and AI-readiness activities with stakeholder alignment.
• Leverage ServiceNow analytics, dashboards, and data storytelling to improve adoption and business outcomes.

Skills

ITSM expertise

Leadership

Stakeholder engagement

Process improvement

Change agent

Education

ITIL v3/v4 Foundation Certification

Tools

ServiceNow

Flow Designer

Workflow Editor

Service Catalog

Employee Center

Performance Analytics

Job description

Maximus seeks an experienced Manager, Enterprise Service Management & Knowledge Experience to lead transformation of Enterprise Service Request Management, Knowledge Management, Service Catalog, and Service Automation across the organization.

You will modernize how Maximus employees consume IT services through self-service, automation, and AI-enabled support, while guiding a small team and collaborating with IT and business stakeholders to improve efficiency and outcomes.