SR MGR SERVICE MANAGEMENT

Essential Job Tasks

• Develop and execute the enterprise service management strategy, governance framework, and multi-year roadmap to align technology services with organizational objectives and business priorities.
• Lead the design, implementation, and continuous improvement of IT service management processes, standards, and technologies to enhance service quality, operational efficiency, and customer satisfaction.
• Direct delivery of enterprise technology support services, including application support, service desk operations, endpoint management, collaboration technologies, and related operational functions.
• Establish, monitor, and analyze service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to drive accountability, service excellence, and continuous improvement.
• Oversee knowledge management, documentation standards, self-service capabilities, automation initiatives, and process improvements that increase organizational efficiency and service consistency.
• Build and maintain strong relationships with business leaders, stakeholders, and service providers to align technology services with organizational needs and ensure effective communication and collaboration.
• Lead, develop, and mentor high-performing teams while managing technology service initiatives, vendor relationships, compliance, and operational practices that support secure, reliable, and resilient technology services.

Position Requirements

• Bachelor's Degree in Computer Science or related degree +10 years experience required.
• Master's Degree is preferred.
• TIL 4 Managing Professional (MP), ITIL 4 Strategic Leader (SL), and/or ITIL v3 Service Manager / Expert preferred.

Compensation Information

$161,670 - $202,090 (min. - mid.)