Manager of IT Service Management

STAND 8 provides end to end IT solutions to enterprise partners across the United States and with offices in Los Angeles, New York, New Jersey, Atlanta, and more including internationally in Mexico and India.

Our global solutions team is seeking a dynamic and experienced Manager of IT Service Management to lead our client's incident and change management functions across a global enterprise. This will be done within a media & entertainment globally connected environment and prior experience within a large complex, media-driven environment would be the ideal experience to be successful in this role. You will be responsible for overseeing the IT Service Management Incident and Change leads, as well as driving operational excellence, and ensuring service reliability through mature, scalable processes. You will have an eye for understanding the complex relationships between technology and service, with an eye for the higher business value to ensure that operations are smooth and efficient. You will know how to manage root cause analysis RCA with teams, for us to always get better. The ideal candidate will bring a deep understanding of IT Service Management frameworks, strong leadership capabilities, and the ability to align technical operations with business priorities. This is a strategic and hands-on role requiring cross-functional collaboration, process ownership, and a passion for continuous improvement.

This project must be remote commutable within Los Angeles, New York City, or Orlando. We are setting up interviews immediately, and if you're excited about making an impact and bringing the best in class service to a global enterprise, we'd love to hear from you!

Responsibilities

• Manage an enterprise infrastructure team that includes ITSM Incident and Change functions to provide guidance, performance management, and operational oversight


• Own the ITSM strategy, ensuring alignment with organizational goals and service delivery expectations.


• Oversee major incident and change management processes, ensuring consistency, accountability, and risk mitigation.


• Partner with engineering, operations, and executive stakeholders to drive service reliability and operational transparency.


• Monitor and report on key ITSM metrics, identifying trends, gaps, and opportunities for improvement.


• Ensure root cause analysis, post-incident reviews, and change assessments are completed and actioned effectively.


• Drive process maturity across ITSM disciplines, including incident, change, problem, and service request management.


• Maintain awareness of platform capabilities and integrations, enabling informed decisions without requiring deep technical expertise.


• Foster a culture of ownership, responsiveness, and collaboration across global teams.

Required Experience

• 10+ years of experience in IT Service Management, with proven leadership in incident and change management.


• Demonstrated success in managing high-performing teams and driving process improvements across ITSM functions.


• Strong understanding of ITIL frameworks and service delivery models.


• Experience leading both Incident and Change functions within an IT enterprise


• Exceptional communication and stakeholder engagement skills, with the ability to influence at all levels.


• Experience working in complex, fast-paced environments with global operations and high service availability demands.


• Familiarity with infrastructure, application, and service dependencies in operational planning.


• Experience in media, broadcast, or network operations is highly desirable.


• Comfortable working West Coast hours regardless of geographic location.

Preferred Qualifications

• ITIL v4 certification.


• Background in problem management, service request fulfillment, and operational governance.


• Experience with cloud operations, automation initiatives, and vendor coordination.


• Familiarity with enterprise platforms used in ITSM environments.

Additional Details
The base salary range for this position is $140,000 - 175,000 annually, depending on experience. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Benefits
Medical coverage and Health Savings Account (HSA) through Anthem
Dental/Vision/Various Ancillary coverages through Unum
401(k) retirement savings plan
Company-paid Employee Assistance Program (EAP)
Discount programs through ADP WorkforceNow

About Us
STAND 8 provides end-to-end IT solutions to enterprise partners across the United States and globally with offices in Los Angeles, Atlanta, New York, Mexico, Japan, India, and more. STAND 8 focuses on the "bleeding edge" of technology and leverages automation, process, marketing, and over fifteen years of success and growth to provide a world-class experience for our customers, partners, and employees. Our mission is to impact the world positively by creating success through PEOPLE, PROCESS, and TECHNOLOGY.

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