IT Service Management Manager

Job Summary

Leading major incident management practices, the full-time remote IT Service Management Manager will enhance operational reliability by coordinating responses to high-impact incidents, driving continuous improvement across IT service management processes, and ensuring compliance with ITSM standards.

Key responsibilities

• Manage the end-to-end lifecycle of major incidents, driving process improvements and conducting post-incident reviews
• Act as Incident Commander during major incidents, coordinating technical teams and stakeholders to restore services efficiently
• Document incidents and produce executive-level reports, tracking key performance metrics to improve service reliability

Required qualifications

• Bachelor's Degree and 6 years of experience in Operational Information Technology services, or a High School Diploma/GED with 10 years of experience
• Preferred experience in ITSM Process Management (Incident, Major Incident, Problem, Change)
• ITIL Certification (v3 or v4) is preferred
• 5+ years of hands-on experience in Major Incident Management or Incident Command roles in a large enterprise environment
• Strong experience with ITSM tools (e.g., ServiceNow, BMC Remedy, or similar)