Sr. Manager, IT Service Management & ServiceNow

Location: Tempe, AZ, USA; remote until Spring 2027, then three days per week in the Tempe office and two days remote. Occasional after-hours support and travel are required for critical events and business needs.

Company

hirify.global is a global powersports manufacturer headquartered in Minnesota, producing off-road vehicles, snowmobiles, electric vehicles, motorcycles, boats, parts, garments, and accessories for customers in more than 100 countries.

What you will do

• Lead global Service Desk and IT service management performance through supervisors and regional partners, with accountability for service consistency, escalations, workforce effectiveness, and customer outcomes.
• Own the ServiceNow product vision, roadmap, backlog, lifecycle, requirements, adoption, governance, and value realization across the enterprise.
• Establish CMDB and CSDM governance, configuration and service ownership standards, application ownership, and support accountability models.
• Lead a multi-year AI-enabled Service Desk transformation covering intelligent self-service, Virtual Agent or chatbot capabilities, knowledge management, automated intake and routing, predictive insights, and workflow automation.
• Improve incident, problem, request, knowledge, catalog, change, asset-management, and continual-improvement practices while monitoring service levels, customer satisfaction, automation adoption, CMDB health, and platform value.
• Manage platform controls, security, auditability, SOX compliance, strategic vendors, service levels, budgets, training, communications, and adoption.

Requirements

• Bachelor's degree in IT, Business, or a related field; equivalent experience is considered.
• 10+ years of progressive experience in Service Desk leadership, IT service management, infrastructure operations, enterprise applications, or related technology services.
• 5+ years leading people, service providers, or global support operations, including staffing, coaching, performance management, escalations, and workforce planning.
• Experience as a product, platform, or process owner for ServiceNow or another enterprise service-management platform, including strategy, roadmap, and backlog prioritization.
• Experience with CMDB governance, configuration management, service ownership models, and CSDM principles in a complex enterprise environment.
• Strong knowledge of incident, request, knowledge, major incident, problem, change, service catalog, asset-management, and continual-improvement practices.
• Working knowledge of ServiceNow governance, ITSM, ITOM, CMDB/CSDM, Discovery, Service Mapping, analytics, integrations, release management, Virtual Agent, automation, and AI-enabled support.
• Experience using metrics to improve service levels, first-contact resolution, backlog health, customer satisfaction, self-service, automation, service quality, and platform value.
• Experience managing vendors, service levels, risks, budgets, executive communications, organizational change, training, adoption, and value realization.
• Leadership, business acumen, and technical or functional expertise are required.

Nice to have

• ServiceNow, ITIL, Agile, Scrum Product Owner, or another relevant IT service management or product-management certification.
• Experience connecting ServiceNow with Microsoft Copilot Studio, Microsoft 365 Copilot, Now Assist, Genesys Cloud, Power BI, or comparable tools.

Culture & Benefits

• Agile working environment with challenging assignments, elevated responsibility, and an emphasis on innovation and employee empowerment.
• Competitive compensation with a market-leading profit-sharing plan, Employee Stock Ownership Plan contributions, discounted employee stock purchases, and matching 401(k) contributions.
• Health, dental, and vision insurance, wellness programs, paid time off, gym and personal-training reimbursement, life insurance, and disability benefits.
• Financial wellness education and consultation, plus paid volunteer time through the hirify.global Foundation and hirify.global Gives.
• Current employees must be in good standing, and former employees must be eligible for rehire.