ITSM Manager - ServiceNow

IT Service Management (ITSM) Manager
Direct Hire
Downtown Dallas (Hybrid)
 
Position Summary
The IT Service Management (ITSM) Manager will be responsible for leading and maturing the organization's IT service delivery capabilities, ensuring efficient, reliable, and customer-focused support services across the enterprise. This role will manage one internal ITSM team member while directing the activities of an outsourced managed services team. The ITSM Manager will establish, implement, and continuously improve ITIL-based service management processes, governance, performance metrics, and operational excellence initiatives.
The ideal candidate will have strong experience building ITSM programs, managing vendor relationships, and leveraging ServiceNow to drive service quality, operational efficiency, and business alignment.
 
Key Responsibilities

• Develop and execute the ITSM strategy aligned with business and technology objectives.
• Lead and mentor one internal ITSM team member while providing direction and oversight to outsourced service delivery resources.
• Serve as the primary owner of IT service management processes, policies, standards, and governance.
• Foster a culture of continuous improvement, accountability, and customer service excellence.
• Design, implement, document, and continuously improve ITIL-based processes, including:
  • Incident Management
  • Problem Management
  • Change Management
  • Request Fulfillment
  • Service Catalog Management
  • Knowledge Management
  • Service Level Management
  • Major Incident Management
• Establish process governance, KPIs, reporting, and operational reviews.
• Drive process adoption across IT teams and business stakeholders.
• Assess process maturity and develop improvement roadmaps.
• Act as the business owner for the ServiceNow platform and related ITSM modules.
• Partner with technical teams to optimize workflows, automation, service catalogs, dashboards, and reporting.
• Define and monitor service metrics, SLAs, OLAs, and operational performance through ServiceNow.
• Ensure accurate ticket management, data quality, and process compliance.
• Manage relationships with outsourced service providers and ensure contractual service levels are achieved.
• Conduct regular performance reviews with vendors and establish improvement plans when necessary.
• Monitor service desk performance, ticket resolution, customer satisfaction, and operational effectiveness.
• Coordinate escalation management and major incident response activities.
• Monitor daily service operations and ensure consistent delivery of IT services.
• Establish and track service performance metrics and executive reporting.
• Lead root cause analysis and corrective action initiatives for recurring issues.
• Partner with infrastructure, applications, cybersecurity, and business teams to improve end-user experience.
• Collaborate with business leaders to understand service needs and priorities.
• Communicate service performance, risks, trends, and improvement initiatives to leadership.
• Promote ITSM best practices throughout the organization.

 
Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or related field (or equivalent experience).
• 5+ years of IT Service Management experience.
• 3+ years of experience leading ServiceNow IT operations, service desk, or managed service teams.
• Hands-on experience implementing and managing ITIL processes.
• Experience managing third-party service providers and outsourced support organizations.
• Strong experience with ServiceNow ITSM modules and reporting capabilities.
• Demonstrated success driving process improvements and operational maturity initiatives.
• Excellent communication, stakeholder management, and leadership skills.
• Strong analytical, organizational, and problem-solving abilities.
• ITIL Foundation certification required; ITIL Managing Professional or higher preferred.
• ServiceNow certification(s) preferred.
• Experience building ITSM capabilities in a growing or transforming organization.
• Experience developing service metrics, SLAs, dashboards, and executive reporting.

Estimated Min Rate: $122500.00
Estimated Max Rate: $170000.00


What’s In It for You?
We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• MetLife Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.

For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.

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