Senior Manager, IT Service Management

TL;DR

Senior Manager, IT Service Management: Owns and governs ITSM practice design, operating model aligned to ITIL best practices, overseeing incident, change, problem management with an accent on risk-based decision-making, SOX ITGCs audit readiness, and data/CMDB governance. Focus on defining KPIs, metrics, continual improvement backlog, and enabling IT modernization initiatives.

Location: Remote - United States

Company

Global medical device manufacturer unified by values of customer focus, innovation, collaboration, inclusion, candor, and integrity.

What you will do

• Own ITSM governance, operating model, cadence, forums, and decision rights aligned to ITIL.
• Oversee incident, change, and problem management practices, including Change Control Board and root cause analysis.
• Lead SOX ITGCs audit readiness, evidence standards, remediation, and partnerships with audit/compliance teams.
• Govern ITSM data, knowledge, CMDB integrity, taxonomy, and service model accuracy.
• Define and own KPIs, metrics, dashboards, and continual improvement backlog using data-driven insights.
• Provide functional leadership to ITSM roles, mentor leaders, and enable IT modernization metrics.

Requirements

• Bachelor’s degree in computer science, IT, or related field.
• Minimum 10 years in IT Service Management, IT Operations, or IT Governance.
• Strong knowledge of ITIL v3/v4 practices.
• Experience with incident, change, problem management, and CMDB governance.
• Strong knowledge of SOX ITGCs or regulated IT controls.
• Experience defining metric-driven governance models and leading through influence.

Nice to have

• ITIL certification (Intermediate, Managing Professional, or equivalent).
• Experience leading organization-wide SOX compliance readiness for ITGCs.
• Experience in large-scale IT modernization or transformation.
• Strong executive communication and facilitation skills.

Culture & Benefits

• Comprehensive benefits: medical, dental, vision, disability, life insurance, adoption benefits from day one.
• 401(k) with company matching; 80 hours paid holidays + PTO allotment.
• Parental leave after one year; optional supplemental insurance programs.
• Pay-for-performance with base salary and cash incentives.
• Emphasis on values-driven culture: customer focus, innovation, collaboration, inclusion, candor, integrity.