Senior Service Management Leader (ServiceNow, XLAs, SIAM)

Cruit Group; Chicago (IL); Hybride; USD 165 000 - 215 000; Plein temps

Résumé du poste

Cruit Group in Chicago or New York is seeking a Senior Manager: Service Management for a premier global law firm. You will build and operate an enterprise service model, ensuring reliability, visibility, and value across internal IT units and third-party providers.

Lead the ServiceNow platform, drive XLAs and experience-based metrics, and deliver executive-level reporting on performance and risk. Hybrid role with significant stakeholder engagement.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field.
• Senior Leadership Track Record: proven experience leading global service management or delivery teams within professional services or complex client-driven enterprises.
• Outsourcing & Delivery Models: deep experience in multi-vendor/global delivery.
• ITIL Expertise: advanced mastery of ITIL-based service management in agile, cloud-forward environments.
• ServiceNow Mastery: strong governance and optimization of ServiceNow as an enterprise platform.

Responsabilités

• Define and execute a modern service management strategy aligned to business priorities.
• Establish ownership, decision rights, and dependencies for all services.
• Run day-to-day service operations with consistent execution across vendors.

Connaissances

Leadership

Communication

Strategic thinking

Analytics

Change management

Formation

Bachelor’s degree in Computer Science / Information Technology / Business

Outils

ServiceNow

Description du poste

Cruit Group in Chicago or New York is seeking a Senior Manager: Service Management for a premier global law firm. You will build and operate an enterprise service model, ensuring reliability, visibility, and value across internal IT units and third-party providers.

Lead the ServiceNow platform, drive XLAs and experience-based metrics, and deliver executive-level reporting on performance and risk. Hybrid role with significant stakeholder engagement.