Senior Manager, ServiceNow & IT Help Chain

Howmet Aerospace; Pittsburgh (Allegheny County); On-site; USD 125,000 - 140,000; Full time

Job summary

Howmet Aerospace Inc. in Pittsburgh, PA, seeks a Senior Manager to lead ServiceNow & IT Help Chain within the GIS organization. The role owns end-to-end IT support services, driving continuous improvement, automation, and self-service adoption.

You will manage ServiceNow releases, vendor performance, and global service delivery, partnering with executive productivity teams and cross-functional IT groups to deliver reliable, scalable IT support worldwide.

Qualifications

• Bachelor's Degree in Information Systems, CS or SE or 7 years IT experience in lieu of degree.
• Experience in IT service management, service delivery, Service Desk operations, ServiceNow and/or ITIL.
• Employees must be legally authorized to work in the United States; visa sponsorship not available.

Responsibilities

• Maintain ServiceNow Release Management Processes and Procedures.
• Ensure Level 1 third party service provider vendor performance globally.
• Deliver innovation and process recommendations for global alignment and operational improvements.
• Single Point of Accountability for Global Help Chain.
• Lead large-scale service delivery projects supporting IT Help Chain strategy.
• Business Process Owner for Fast Pass, ServiceNow and Moveworks.
• Key contact and knowledge expert on end-to-end Help Chain.
• Manage and maintain Help Chain policies.
• Interact with Executive Productivity users and related teams.
• Modernize tools to advance self-service usage.

Skills

ITSM

Service Desk

ITIL

Customer Service

Communication

Education

Bachelor's Degree in Information Systems/CS/SE

7 years IT experience in lieu of degree

Tools

ServiceNow

Moveworks

Fast Pass

Job description

Senior Manager, ServiceNow & IT Help Chain

Pittsburgh, PA, United States (Hybrid)

Job Info

• Job Identification 119343
• Job Category Information Technology
• Posting Date 09/08/2026, 08:00 PM
• Job Schedule Full time
• Export-Controlled Data No

Responsibilities

Howmet Aerospace Inc. (“Howmet”) is currently seeking a Senior Manager, ServiceNow & IT Help Chain to join our Global Information Systems (GIS) organization based at the Corporate Center in Pittsburgh, Pennsylvania.

Reporting to the Senior Director, Backoffice and Customer Services, this role is responsible for the operational delivery and strategic direction of Howmet’s global IT Help Chain. The Senior Manager will serve as the single point of accountability for end-to-end IT support services, ensuring an effective customer experience while driving continuous improvement, automation, self-service, and expanded use of ServiceNow.

• MaintainServiceNow Release Management Processes and Procedures
• Ensure Level 1 third party service provider vendor is meeting or exceeding contractual obligations globally.
• Deliver innovation and process recommendations, focusing on global alignment and operational improvements.
• Overall Single Point of Accountability and decision maker for Global Help Chain
• Lead large scale service delivery projects that support the strategic direction of the IT Help Chain
• Business Process Owner for tools such as Fast Pass, ServiceNow and Moveworks
• Key contact and knowledge expert on the end-to-end Help Chain
• Manage and maintain Help Chain policies.
• Interact with Executive Productivity users and team that manages Executive Productivity
• Continue to modernize our tools to advance usage in self-service to increase usage

Major Customers:

Howmet employees and computer users globally

Business Unit IT organizations

Corporate IT and GIS leadership

Executive Productivity team

Third-party service providers and technology suppliers

Cross-functional IT teams

Qualifications

Basic Qualifications:

• Bachelor's Degree in Information Systems, Computer Science, Software Engineering from an accredited institution or 7 years of relevant IT experiencein lieu of a degree.
• Experience in IT Service management, service delivery, Service Desk operations, Service Now and/or ITIL Methodology.
• Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Preferred Qualifications:

• Experience with ServiceNow and IT Service Management (ITSM) processes; ITIL knowledge or certification preferred. Experience leading an enterprise or global Service Desk, Help Desk, or IT service delivery function.
• Experience managing third-party service providers, including SLAs, KPIs, escalations, and continuous improvement.
• Experience with ServiceNow release management, governance, enhancements, or platform roadmap activities.
• Strong background in customer service orientation with a focus on execution, and measurable results.
• Exceptional communication skills including written, verbal, and listening skills.

Salary range: $125k – 140k/year approximation (Actual compensation is subject to variation due to factors such as education, experience, skillset, and/or location).

About Us

Howmet Aerospace Inc. (NYSE: HWM), headquartered in Pittsburgh, Pennsylvania, is a leading global provider of advanced engineered solutions for the aerospace and transportation industries. Our primary businesses focus on jet engine components, aerospace fastening systems, titanium structural parts and forged wheels. With $8.3 Billion in revenue in 2025, our products play a crucial role in enabling fuel efficiency and lightweighting, contributing to our customers’ success and making a positive impact on the world. To learn more about the way Howmet Aerospace Inc. is advancing the sustainability of our customers, markets, and communities where we operate, review the 2025 Environmental Social and Governance report at www.howmet.com/esg-report . Follow: LinkedIn , Twitter , Instagram , Facebook , and YouTube .

Equal Opportunity Employer:

Howmet is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other applicable legally protected characteristics.