ITSM Manager

Overview:

Designs, governs, and continuously improves ITSM processes to ensure reliable, efficient, and customer-focused IT services. This role owns ITIL-based management practices such as Incident, Problem, Change, Request, Asset, Knowledge, Monitoring and Event, Service Catalog, and Service Level Management, and partners closely with peer technology functions and business stakeholders to continuously improve and transform ITSM processes. The role ensures alignment with industry best practices and evolving business needs while delivering consistent, high quality end-user experience across the firm.
Acts as the process owner, platform steward (ServiceNow), and Service performance leader, ensuring alignment with business outcomes, compliance requirements, and continuous service improvement through standardized, measurable, and customer focused IT service delivery.

Responsibilities:

• Configures and enhances core ITSM processes including Incident Management, Problem Management, Change Enablement, Request Fulfillment, Asset Management, Knowledge Management, Monitoring and Event Management, Service Catalog Management, and Service Level Management
• Defines service policies and workflows that ensure technology teams consistently deliver reliable, business focused services aligned with organizational needs
• Acts as a functional owner for ServiceNow ITSM modules, partners with admin teams to improve workflow and automation, enhances data quality and reporting while supporting roadmap initiatives such as automation, self-service and AI-driven ITSM
• Proactively monitors operational performance and trends, identifies and addresses recurring issues and service risks, while reducing aging incident volume, improving MTTR, and increasing first-contact resolution
• Drives customer satisfaction and continuous improvement through feedback, metrics, and service reviews
• Leads ITSM governance forums (CAB, CSI reviews, service reviews). Define, track, and report on KPIs and SLAs, build executive ready dashboards and operational reports
• Serve as primary ITSM liaison to business and technology stakeholders, ensure clear communication during incidents and service disruptions. Partner with leadership to align ITSM priorities with business objectives, communicate process changes and improvements to L1/L2/L3 teams
• Maintains a prioritized CSI backlog. Lead improvement initiatives focused on stability and reliability, improve customer experience with a focus on automation and efficiencies
• Builds workflows, automations and integrations using ServiceNow scripting and flow designer
• Leads CSDM governance by defining standards, validating service mappings, and ensure CMDB data quality, integrity, and compliance with ServiceNow best practices to enable service visibility, impact analysis and reporting
• Develops and optimizes Service Catalog items, SLAs/OLAs, CMDB structures and relationships
• Stays current with industry trends, technological advancements, and leverages these capabilities to improve and streamline the ITSM processes
• Acts as a mentor and coach, guiding career development and contributing to recruitment efforts to help build a culture that retains top talent
• Provides after-hours support as needed for high severity situations
• Performs other duties assigned by leadership

Qualifications:

• Bachelor’s degree in Computer Science or related field, or equivalent work experience
• ServiceNow ITSM Certification is preferred
• ITIL Certification is preferred
• Typically, with 8+ years professional experience, including 3+ years hands-on ServiceNow ITSM work
• Typically, with 4+ years management experience leading a related services management function
• Strong technical proficiency with the following:
  • ServiceNow
  • MS Office Suite (Word, Excel, PowerPoint, Outlook, Teams)
• Proven ability to configure and implement core ITSM modules and workflows
• Strong communication and documentation skills
• Strong troubleshooting and analytical skills (technical and non-technical problem-solving skills)
• Strong technical writing and documentation and skills
• Strong customer service, interpersonal skills and the ability to interact with all levels of staff
• Strong organizational skills and the ability to work on multiple projects at the same time
• Strong work ethic and eagerness to produce high quality, accurate results
• Ability to engage and navigate conflicts to achieve constructive outcomes
• Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing
• Ability to effectively meet deadlines at expected quality
• Ability to hold sensitive information with a high level of confidentiality and integrity
• Ability to proactively use innovative solutions to solve problems
• Ability to collaborate and encourage collaboration in a team environment, and ability to work independently and prioritize work
• Travel may be required

If you currently work for HKS, please submit your application via the Internal Careers Portal.

HKS is an EEO/AA Employer: M/F/Disabled/Veteran