Manager, IT Service Management Office (Hybrid Schedule)

Eversource will not offer immigration-related sponsorship for this position. Applicants requiring visa sponsorship to start employment will not be considered. This role can be based in Berlin, CT, Windsor, CT, or Westwood, MA.

About the Role

The Manager of the IT Service Management Office (SMO) and ServiceNow Platform is responsible for leading the organization’s IT service management strategy, governance, and operations. This role oversees the design, implementation, and continuous improvement of ITIL-based processes, ensuring alignment with business objectives. Additionally, the manager owns the ServiceNow platform roadmap, administration, and optimization to deliver efficient, automated, and scalable IT services at Eversource.

Responsibilities

• Establish and maintain IT Service Management (ITSM) governance, policies, and standards.
• Drive adoption and maturity of ITIL processes (Incident, Problem, Change, Request, Knowledge, Event, CMDB, Asset, BCM, SPM, APM, TPM, and other processes).
• Monitor and report on ITSM performance metrics and KPIs to ensure service quality and compliance from managed services and internal IT services.
• Collaborate with business and IT stakeholders to align service management practices with organizational goals.
• Lead continual service improvement initiatives across IT services.
• Manage the service management team and managed services vendors.
• Provide storm and emergency response services.
• Own the ServiceNow platform strategy, roadmap, and lifecycle management.
• Oversee platform administration, configuration, and integration with other enterprise systems.
• Ensure platform stability, security, and compliance with organizational standards.
• Manage ServiceNow development team and coordinate enhancements, upgrades, and new module implementations.
• Evaluate and implement automation opportunities to improve IT service delivery utilizing an Agile methodology.
• Manage and mentor a team of ITSM professionals and ServiceNow developers/administrators.
• Partner with IT leadership to align SMO objectives with enterprise IT strategy.
• Act as a key liaison between IT operations, business units, and vendors.

Requirements

• Baccalaureate degree or equivalent.
• 10 or more years of experience in IT and management with at least 3 years in a leadership role.
• Strong knowledge of ITIL 4 framework; ITIL certification required.
• 5+ years of proven experience managing ServiceNow platform.
• Excellent leadership, communication, and stakeholder management skills.
• Experience with process improvement methodologies (Lean, Six Sigma) is a plus.
• Lean Six Sigma certification preferred.

Working Conditions

• Must be available to work emergency storm assignment as required.
• Must be available to travel between MA/CT/NH as necessary.
• Hybrid work policy requires employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs.
• All applicants must be able to work up to five days in the office if needed (e.g., emergencies, training, or other business needs).

Benefits

Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs.