Senior Manager ITSM

Job Summary

A company is looking for a Senior Manager, ITSM & Service Desk (Remote).

Key Responsibilities

• Lead a team focused on enhancing service management maturity
• Govern and improve ITSM processes including Incident, Change, and Disaster Recovery
• Manage the relationship with the external managed service provider for Service Desk operations

Required Qualifications

• 8+ years in IT operations/service management with extensive ITSM knowledge
• 3+ years of leadership experience in complex enterprise environments
• Experience governing an MSP-run Service Desk, including SLAs/KPIs and performance management
• Strong knowledge of Incident, Change, and Disaster Recovery operating models
• Demonstrated experience with ServiceNow focused on ITSM process governance