IT Service Management Lead (ServiceNow)

Location: Broomfield, Colorado, United States; primarily on-site, with the opportunity to work remotely up to 2 days per week with approval. Candidates must be a U.S. Person: U.S. citizen, permanent resident or green card holder, or worker granted asylum or refugee status. Due to U.S. Government national security requirements, candidates must not be a People's Republic of China national or Russian national unless also a U.S. citizen.

Salary: $98,000–$131,000 annually. This position is bonus and equity eligible.

Company

hirify.global is a quantum computing company delivering a full-stack platform for real-world applications across pharmaceuticals, materials science, financial services, government, industrial sectors, and academic and research institutions.

What you will do

• Lead major incident management, including response coordination, stakeholder communication, service restoration updates, and post-incident reviews.
• Own and improve change management, problem management, transition, and release management practices.
• Drive root cause analysis, corrective actions, and reductions in recurring incidents.
• Own the IT knowledge repository and improve knowledge quality, lifecycle review, ownership, and reuse.
• Improve ServiceNow CMDB quality, configuration item relationships, ownership, service data integrity, reporting, and maturity.
• Develop service management processes, SOPs, runbooks, governance routines, dashboards, KPIs, SLAs, service communications, and improvement recommendations while partnering with IT, InfoSec, Engineering, Enterprise Applications, vendors, and business stakeholders.

Requirements

• Bachelor’s degree minimum.
• 8+ years of progressive experience in IT service management or IT service delivery roles, with ownership of ITIL-aligned practices in an enterprise environment.
• ITIL certification.
• Must meet the stated U.S. Person requirement: U.S. citizen, permanent resident or green card holder, or worker granted asylum or refugee status.
• Must meet the stated national security eligibility requirement concerning People's Republic of China or Russian nationality, unless also a U.S. citizen.

Nice to have

• Master’s degree in Information Technology, Computer Science, or a related equivalent field.
• ITIL 4 Foundation or higher with practical application across incident, change, problem, knowledge, transition, and release management.
• ServiceNow certification, preferably Certified System Administrator, and practical experience with ITSM workflows, reporting, dashboards, knowledge management, CMDB, and process improvement.
• Experience building IT metrics, SLA and KPI reporting, service reviews, and leadership-level performance updates.
• Experience improving service maturity in a growing or changing organization and standardizing processes without unnecessary administration.
• Coaching, mentoring, or guiding IT teams on service management practices, process adoption, and quality standards.
• Strong written and verbal communication skills for translating operational detail into stakeholder updates and leadership insight.
• Experience with Agile, Kanban, Lean, or continual improvement methods in an IT operational environment.
• Experience partnering across IT, InfoSec, Engineering, Enterprise Applications, vendors, and business stakeholders to improve service outcomes.

Culture & Benefits

• On-site work environment with limited remote work available up to 2 days per week subject to approval.
• Medical, dental, and vision insurance with employer subsidy.
• 401(k) retirement savings plan with company match and student loan repayment benefit.
• Equity opportunities, competitive compensation, paid time off, sick leave, and 12 paid holidays annually.
• Paid parental leave and employee discount programs.
• Work focused on advancing quantum computing technology with a global workforce across the United States, United Kingdom, Germany, Japan, and Singapore.