Manager, IT Service Management Office (Hybrid Schedule)

Location: Hybrid; based in Berlin, CT, Windsor, CT, or Westwood, MA. Employees must work at least three days per week in the office, including Tuesdays and Wednesdays, and may be required to work up to five days in the office. Travel between Massachusetts, Connecticut, and New Hampshire is required as necessary. Emergency storm assignments may require work outside normal hours and locations.

Company

hirify.global is an energy company operating enterprise IT services and managed service environments.

What you will do

• Lead IT service management strategy, governance, policies, standards, and continual service improvement.
• Drive adoption and maturity of ITIL processes, including incident, problem, change, request, knowledge, event, CMDB, asset, BCM, SPM, APM, and TPM management.
• Own the ServiceNow platform strategy, roadmap, lifecycle, administration, configuration, integrations, upgrades, and module implementations.
• Monitor ITSM performance metrics and KPIs across managed services and internal IT services.
• Manage and mentor ITSM professionals, ServiceNow developers and administrators, and managed services vendors.
• Coordinate automation initiatives using Agile methods and provide emergency storm response services.

Requirements

• Baccalaureate degree or equivalent.
• 10 or more years of experience in IT and management, including at least three years in a leadership role.
• At least five years of experience managing the ServiceNow platform.
• Strong knowledge of ITIL 4 and an ITIL certification.
• Leadership, communication, analytical, problem-solving, stakeholder management, vendor management, and organizational change skills.
• Must be able to work in the United States at an approved Connecticut or Massachusetts location; visa sponsorship is not available.

Nice to have

• Lean or Six Sigma experience.
• Lean Six Sigma certification.

Culture & Benefits

• Hybrid work policy designed to support work-life balance, subject to operational needs and managerial discretion.
• Competitive total rewards and benefits program.
• Potential incentive eligibility.
• Emergency restoration assignments support customer needs during emergency situations.