Position Overview:
Bluesource is seeking an experienced ITIL 4 Managing Professional / Practice Manager to join our Service Management Center (SMC) in Grapevine, TX. This role owns and continuously improves core ITIL practices (Incident, Problem, Change, Request, Knowledge, and related processes), drives process maturity and continual service improvement, and ensures reliable, customer-focused service delivery.
The Practice Manager works closely with the Director of Services, technical analysts, and cross-functional teams to translate strategy into consistent, measurable operational excellence while mentoring team members and supporting client-facing service commitments.
Key Responsibilities:
- Own and mature assigned ITIL 4 practices (primarily Incident, Problem, Change, Request, and Knowledge Management) within the SMC, ensuring alignment with ITIL best practices and business objectives.
- Define, document, and refine processes, procedures, workflows, and knowledge articles; drive adoption and consistent execution across the team.
- Establish, monitor, and improve SLAs, KPIs, and service performance metrics; analyze trends, identify risks or improvement opportunities, and lead continual service improvement (CSI) initiatives.
- Lead or facilitate major incident management, root-cause analysis, and problem resolution; ensure high-quality escalations and complete supporting information.
- Collaborate with Technical Analysts and senior resources on complex technical issues, solution implementation, testing, and operational support involving Windows environments, PowerShell, SQL, Microsoft Azure/Microsoft 365, enterprise messaging/archiving platforms, and related technologies.
- Coach and mentor SMC team members on process adherence, troubleshooting approach, documentation standards, and professional client communication.
- Support capacity planning, workload prioritization, and knowledge sharing; contribute to operational reporting and stakeholder updates.
- Partner with the Director on process maturity roadmaps, tool configuration (e.g., ConnectWise, ServiceNow, Jira Service Management, or similar), and alignment with security, audit, and regulatory requirements.
- Promote a culture of accountability, ownership, quality, and continuous improvement within the SMC.
Qualifications:
- ITIL 4 Managing Professional (MP) certification required (or equivalent demonstrated experience at the Managing Professional level); ITIL 4 Expert or higher preferred.
- 5+ years of progressive experience in IT service management, technical support, systems operations, or a comparable role, with at least 2–3 years of hands-on practice ownership or process management responsibility.
- Proven experience implementing, governing, and improving ITIL processes in a managed-services or enterprise environment.
- Working knowledge of ITSM platforms (ConnectWise, ServiceNow, Jira Service Management, or similar) and the ability to use process data for reporting and improvement.
- Familiarity with Windows environments, command-line tools, PowerShell, SQL, Microsoft Azure, Microsoft 365, and enterprise messaging or archiving technologies; experience with Enterprise Vault technologies is a strong plus.
- Strong analytical, organizational, and problem-solving skills with the ability to prioritize, work independently, and recognize when escalation or collaboration is needed.
- Excellent written and verbal communication skills, including the ability to explain technical and process matters clearly to clients and colleagues, produce accurate documentation, and influence process adoption.
- Demonstrated ability to coach others, drive change, and contribute to cross-functional collaboration.
Preferred Skills:
- Experience in a managed-services or multi-client environment.
- Background in automation, service analytics, or AIOps concepts.
- Prior exposure to security, compliance, or audit requirements in an operational setting.
Skills Required
- Experience as an ITIL 4 Managing Professional or Practice Manager
- Experience with ITIL practices including Incident, Problem, Change, Request, and Knowledge Management
- Experience with Windows environments, PowerShell, SQL, Microsoft Azure, and Microsoft 365
- Experience with enterprise messaging and archiving platforms
- Experience using service management tools such as ConnectWise, ServiceNow, or Jira Service Management
Bluesource, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Bluesource, Inc. and has not been reviewed or approved by Bluesource, Inc..
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Healthcare Strength — Health coverage is described as strong, with mentions of low-cost appointments and employer-paid elements, and eligibility reportedly starting on day one. Feedback suggests this contributes meaningfully to overall benefits satisfaction.
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Leave & Time Off Breadth — Time off provisions appear generous, including PTO, floating holidays, and paid holidays, with some roles noting four-day work weeks or extended weekends. These policies are portrayed as supporting work-life balance.
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Strong & Reliable Incentives — Sales roles highlight a good commission schedule, performance bonuses, and a solid base package. Feedback suggests earning potential can be attractive where variable compensation applies.
Bluesource, Inc. Insights
What We Do
Bluesource is a leading provider of innovative technology solutions in online message management and data migrations. We pride ourselves on delivering solutions that improve efficiency, productivity, and long-term success for our clients. Through our team of senior technical resources, we advise businesses and government agencies on how to build and maintain modern data governance programs. We help organizations preserve, classify, and manage data, archiving what’s required and securely expiring what’s not. We specialize in managed services for Enterprise Vault, Enterprise Vault eDiscovery, Microsoft Azure, and cybersecurity.
Why Work With Us
Our team values responsibility, resourcefulness, availability, honesty, accountability, and especially humour.
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