Manager, IT Service Management (ITSM)

Why Ryan?

• Hybrid Work Options
• Award-Winning Culture
• Generous Personal Time Off (PTO) Benefits
• 14-Weeks of 100% Paid Leave for New Parents (Adoption Included)
• Monthly Gym Membership Reimbursement OR Gym Equipment Reimbursement
• Benefits Eligibility Effective Day One
• 401K with Employer Match
• Tuition Reimbursement After One Year of Service
• Fertility Assistance Program
• Four-Week Company-Paid Sabbatical Eligibility After Five Years of Service
  
  
  

The Manager, IT Service Management (ITSM), leads the ITSM team in implementing, administering, and continuously improving ITSM processes and tools, with a focus on aligning IT services to business needs. This role requires expertise in ITIL frameworks and hands-on experience with ITSM platforms, particularly Ivanti, to drive operational excellence. The Manager oversees the ITSM roadmap, leads cross-functional initiatives, and ensures that ITSM tools and processes deliver measurable value to the organization while fostering collaboration and innovation.

Duties and responsibilities, as they align to Ryan’s Key Results:

Leadership and Strategy

• Contributes to the development and execution of ITSM strategy, ensuring alignment with organizational goals, ITIL best practices, and the capabilities of Ryan’s SM platform, Ivanti.
• Leads and develops the ITSM team, fostering collaboration, accountability, and professional growth.
• Acts as the organizational expert on Ivanti, advising senior leadership on process optimization, system capabilities, and future enhancements.
• Establishes and monitors KPIs, SLAs, and OLAs to measure ITSM performance and identify improvement opportunities.
• Collaborates on the ITSM roadmap, focusing on delivering new Ivanti modules, tools, and integrations to enhance service management.
  
  
  

Operational Management

• Leads the implementation, configuration, and management of ITSM processes within Ivanti, including Incident, Problem, Change, Service Request, and Knowledge Management.
• Ensures Ivanti is optimized to meet business needs, maintaining performance, usability, and scalability.
• Collaborates with IT and business leaders to define SLAs and OLAs supported by Ivanti workflows.
• Manages the ITSM application backlog within tools like Ivanti, Microsoft DevOps, or Jira, prioritizing tasks based on business impact.
• Assists with incident resolution efforts, leveraging Ivanti’s capabilities for effective communication, tracking, and root cause analysis.
• Ensures ITSM process documentation is updated and accessible, meeting compliance and audit requirements.
  
  
  

Collaboration and Communication

• Serves as the primary liaison between the ITSM team, IT departments, and business units, ensuring that Ivanti solutions align with organizational needs.
• Partners with stakeholders to gather, prioritize, and translate requirements into actionable Ivanti configurations and workflows.
• Works with QA/UAT teams to validate Ivanti configurations, ensuring robust testing and alignment with business outcomes.
• Provides regular updates to senior leadership on Ivanti’s performance, system usage, and improvement opportunities.
• Champions Ivanti’s user-focused capabilities, ensuring tools and processes deliver an intuitive experience for end-users and IT staff.
  
  
  

Education And Experience

• Bachelor’s Degree in IT, Business Administration, Computer Science, or a related field preferred.
• 7 years of experience in ITSM or IT operations roles, with 3 years in a leadership or managerial capacity.
• Demonstrated expertise with Ivanti ITSM platforms, including system configuration, administration, and process optimization.
• Proven track record of implementing and managing ITSM processes, with a strong understanding of ITIL frameworks; ITIL Intermediate or Expert certification strongly preferred.
• Experience in managing complex ITSM projects, including migration or consolidation efforts, with Ivanti experience as a significant advantage.
  
  
  

Technical And Computer Skills

• Advanced proficiency in Ivanti ITSM modules (Incident, Problem, Change, Asset, Service Catalog, etc.) with experience in customization and workflow development.
• Strong understanding of ITIL processes and their implementation within Ivanti or similar platforms.
• Skilled in project management tools such as Microsoft Project, Azure DevOps, or Jira.
• Experience with reporting and analytics within Ivanti, including dashboards, KPIs, and SLA tracking.
• Ability to evaluate complex technical and business requirements to deliver scalable Ivanti solutions.
  
  
  

Certificates And Licenses

• ITIL Foundation Certification required; ITIL Intermediate or Advanced certifications strongly preferred.
• Ivanti certifications, such as Ivanti Certified Administrator or Ivanti Service Manager, are highly desirable.
• PMP or equivalent certification is a plus.
  
  
  

Supervisory Responsibilities

• Directly manages the ITSM team, including analysts and administrators, with a focus on Ivanti expertise.
• Provides coaching and feedback to team members, ensuring continuous learning and professional growth in ITSM and Ivanti-specific skills.
• Allocates resources and sets priorities to ensure timely delivery of ITSM projects and support activities.
  
  
  

Work Environment

• Standard office environment; hybrid or remote work options may be available.
• Occasional after-hours work may be required to address critical ITSM events or deployments.
• Regular collaboration with internal teams, vendors, and senior leadership.
  
  
  

Equal Opportunity Employer: disability/veteran