IT Service Management Manager (Fintech)

TL;DR

IT Service Management Manager (ITSM/ServiceNow): Managing and coordinating ITSM practices to add value to internal and external service delivery with an accent on strategic leadership and process optimization. Focus on designing ITSM roadmaps, governing change management, and implementing performance frameworks using ServiceNow.

Location: Must be based within approximately 70 miles of office locations in Allen, TX; Lenexa, KS; Springfield, MO; Monett, MO; Louisville, KY; Birmingham, AL; Cedar Falls, IA; or Charlotte, NC

Company

Redefining how community banks and credit unions connect with their customers through human-centered financial technology solutions.

What you will do

• Provide strategic leadership for enterprise ITSM capabilities aligned with business objectives.
• Partner with stakeholders to define and execute ITSM roadmaps and prioritized initiatives.
• Define and continuously improve ITSM processes (Incident, Problem, Change, etc.) based on performance data.
• Establish and manage performance frameworks, including KPIs, SLAs, OLAs, and dashboards.
• Lead change management governance to minimize risk and production disruption.
• Oversee workforce planning, financial planning, and resource allocation for ITSM initiatives.

Requirements

• Minimum 7 years of experience in IT operations or service management in large-scale IT organizations.
• Minimum 4 years of people leadership experience managing direct reports.
• Minimum 3 years of experience with ServiceNow, specifically change and service management.
• Experience developing and communicating KPIs in an enterprise technology environment.
• Must be based within 70 miles of a listed office location.
• No immigration sponsorship available.

Nice to have

• Understanding of industry ITSM principles: ITIL, COBIT, Agile, DevOps, or SRE.
• ITIL Foundation or Expert certification.
• Knowledge of change management methodology and COBIT.
• Bachelor's degree.

Culture & Benefits

• Culture driven by the motto: "Do the right thing, do whatever it takes, and have fun."
• Comprehensive benefits supporting physical, mental, and financial health.
• Focus on technology modernization, secure data access, and fraud mitigation.
• Environment emphasizing inclusion, sustainability, and community impact.