Senior Manager, IT Service Management

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan.

What you'll do:

1. Lead ITSM Strategies and Practices: Develop and execute a comprehensive ITSM strategy with ITIL best practices and organizational goals. Lead and manage the ITSM team. Champion integration of modernized, automated, and streamlined solutions to improve efficiencies and outcomes. Collaborate with leaders and stakeholders across the organization to ensure alignment and adoption of ITSM initiatives and standards.


2. Drive Service Delivery: Establish and maintain ITSM policies, process, and standards to enhance service delivery and operational efficiency. Oversee delivery of IT services to ensure they meet Service Level Agreements and quality standards. Monitor and report on service performance, identifying areas for improvement. Implement corrective actions as appropriate. Achieve measurable improvements in service delivery metrics (e.g., response times, reduction in call volume, Net Promoter Scores, and customer satisfaction, etc.).


3. Manage Incident and Problem Management: Drive adoption of ITIL principles, including incident management, change management, and service level management. Manage incident and problem management processes to ensure timely resolution of IT issues. Conduct root cause analysis and implement preventive measures to reduce the occurrence of incidents. Communicate effectively with stakeholders regarding the status and impact of incidents and problems.


4. Oversee Change Management: Oversee the change and release management processes to ensure changes are implemented smoothly and with minimal disruption to services. Coordinate with project teams and other stakeholders to plan and execute changes and releases.


5. Champion Continuous Improvement: Drive a culture of continuous improvement by analyzing service management Key Performance Indicator data and implementing process improvements. Develop initiatives that ensure scalability, adaptability, and efficiencies within ITSM practices. Standardize processes across the organization to maximize efficiency. Stay abreast of industry trends, emerging technologies, and best practices to maintain ITSM best-practice strategies.


6. Project Management: Lead and manage ITSM projects, including planning, execution, and monitoring.


7. Lead with Care: Lead, coach, and develop team members, fostering a culture of wellness, recognition, and engagement. Meet regularly with direct reports in one-on-one and group settings to provide feedback and cultivate/maintain a positive work culture.?


8. Perform other duties as assigned.

Career Level Expectations:

• Typically manages multiple teams or a department.


• Requires a high degree of responsibility for resources, and frequently influences business decisions made by functional leadership.


• Owns short to mid-term (1-3 years) strategy, execution and operational direction for multiple departments which directly impacts the achievement of overall functional results.


• Problems faced are frequently complex and require extensive investigation and analysis in collaboration with others.


• Requires ability to influence others to accept practices and approaches, and ability to communicate with executive leadership.


• Desire for growth and professional development.

Required Skills/Experience:

• Bachelor's degree in information technology, computer science, or a related field.


• 5 years of ITSM experience.


• Strong knowledge of ITSM frameworks and best practices (e.g., ITIL, Six Sigma).


• Excellent leadership, communication, and interpersonal skills.


• Proven ability to manage and motivate a team.


• Strong problem-solving and decision-making abilities.


• Expertise with modern ITSM platforms and technologies within large enterprises.


• Ability to professionally communicate fluently in verbal and written English.


• Ability to contribute to a diverse and inclusive work environment.


• Computer literacy/basic computer skills to effectively navigate and utilize the technology required for the role.

Preferred Requirements:

• Master's degree in above fields.


• ITIL Expert or Master certification.


• Proficient in Microsoft 365 products (Word, Excel, PowerPoint) and other business platforms such as Microsoft Teams, and PowerAutomate.


• 8 years of ITSM experience, and 5 years in a leadership role.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.