ITSM Manager (Swing Shift)

About the role

The role supports ITSM strategy, management frameworks and best practices aligned with ITIL principles; directs the ITSM operations team (ITSM Senior Analyst, SACM Engineer and Service Desk leadership); and ensures consistent execution of Incident, Major Incident, Problem, Change and Service Asset Configuration Management (SACM) processes.

What you'll do

• Provide direction and oversight of ITSM practices across the service in coordination with IT leadership
• Lead, mentor and develop the ITSM operations team, including the ITSM Senior Analyst, SACM Engineer and Service Desk Shift Leads, setting performance expectations
• Establish frameworks, decision-making structures and escalation protocols that ensure consistent, auditable execution of ITSM processes
• Drive ITSM capability assessment and the maturity roadmap in alignment with organizational strategy and ITIL best practice
• Oversee the ITSM process architecture across Incident, Major Incident, Problem and Change Management, Service Catalog and Request Fulfilment

What you need

• ITIL
• SOX
• ServiceNow
• Incident response
• Root cause analysis
• Internal controls

Good to have

• SOP writing