Director, IT Service Management

Job Description:

Director, IT Service Management

Collaborate with Innovative 3Mers Around the World

Choosing where to start and grow your career has a major impact on your professional and personal life, so it's equally important you know that the company that you choose to work at, and its leaders, will support and guide you. With a wide variety of people, global locations, technologies and products, 3M is a place where you can collaborate with other curious, creative 3Mers.

This position provides an opportunity to transition from other private, public, government or military experience to a 3M career.

The Impact You Will Make in this Role

In this role, you will play a critical part in shaping the future of IT Service Management by setting a strong strategic direction and ensuring that ITSM capabilities continuously evolve to meet the needs of the organization. Your leadership will establish a cohesive vision that aligns IT services with broader business objectives, supporting digital transformation and enabling teams to operate with greater efficiency and clarity.

We are seeking a strategic and results-oriented Director of ITSM Capabilities to lead IT Service Management. The ideal candidate will bring a strategic mindset and continuous improvement focus to enhance operational efficiency, improve service reliability, and elevate the overall employee experience.

Key Responsibilities

Strategic Leadership

• Define and execute the long-term vision and roadmap for ITSM capabilities, ensuring alignment with overall business objectives and digital transformation initiatives.

Framework Governance

• Establish, govern, and mature the organizational adoption of the IT Service Management framework, including Incident Management, Problem Management, Change Management, Request Fulfillment, and Configuration Management (CMDB).

Process Optimization

• Drive continuous improvement initiatives to streamline workflows, reduce operational costs, and enhance the speed and quality of IT service delivery.

Platform Ownership

• Act as the primary business owner for the ITSM platform, maximizing its functionality and integration capabilities to automate processes and provide actionable insights.

Performance Management

• Define, track, and report on key performance indicators (KPIs) and service level agreements (SLAs), using data analytics to identify trends, pinpoint areas for improvement, and communicate value to senior leadership.

Stakeholder Engagement

• Collaborate closely with IT leadership and business unit leaders to ensure ITSM processes meet evolving operational needs and deliver exceptional customer satisfaction.

Leadership

• Lead IT Service Management Team to ensure critical IT Services are aligned, designed, transitioned and supported to meet the needs of 3M business operations.
• Lead the Global Operational Control Center (GOCC) which provides 24x7 real-time monitoring of networks, servers, applications, and critical systems while triaging and responding to L1 incidents generated by system alerts.
• Lead the Major Incident Management Team (MIM) which is responsible for coordinating the rapid response, communication, and resolution of high-impact incidents that significantly disrupt business operations or critical IT services.

Your Skills and Expertise:

To set you up for success in this role from day one, 3M requires the following qualifications:

• Bachelor's degree in information technology, computer science, engineering, or a science field (completed and verified prior to start)
• Ten (10) years of progressive IT experience in a private, public, government or military environment
• Five (5) years leading IT operations or service management teams in a private, public, government or military environment
• ITIL v4 Certifications

Additional qualifications that could help you succeed even further in this role include:

• Hands-on experience implementing and governing ITIL-aligned processes
• Proven leadership managing cross-functional teams in a large, complex organization
• Demonstrated experience with enterprise ITSM platforms (e.g. ServiceNow, BMC, OpenText)
• Strong operational discipline, incident/problem/change management background, and KPI/metric management capabilities
• Ability to partner effectively with business stakeholders, manufacturing operations, and executive leadership
• Strong communication, prioritization, and vendor-management skills
• Experience in large-scale digital transformation and service modernization
• Background supporting environments with high-availability operational requirements
• Familiarity with cybersecurity, compliance requirements, and technology risk management

Work location: On site in Maplewood

Travel: May include up to 10%

Relocation Assistance: Is authorized

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being

3M offers many programs to help you live your best life - both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.

Chat with Max

For assistance with searching through our current job openings or for more information about all things 3M, visit Max, our virtual recruiting assistant on 3M.com/careers.

Applicable to US Applicants Only:The expected compensation range for this position is $266,001 - $325,112, which includes base pay plus variable incentive pay, if eligible. This range represents a good faith estimate for this position. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate's relevant knowledge, training, skills, work location, and/or experience. In addition, this position may be eligible for a range of benefits (e.g., Medical, Dental & Vision, Health Savings Accounts, Health Care & Dependent Care Flexible Spending Accounts, Disability Benefits, Life Insurance, Voluntary Benefits, Paid Absences and Retirement Benefits, etc.). Additional information is available at: _careers-working-at-3m/benefits/.

Good Faith Posting Date Range 02/10/2026 To 03/12/2026 Or until filled

All US-based 3M full time employees will need to sign an employee agreement as a condition of employment with 3M. This agreement lays out key terms on using 3M Confidential Information and Trade Secrets. It also has provisions discussing conflicts of interest and how inventions are assigned. Employees that are Job Grade 7 or equivalent and above may also have obligations to not compete against 3M or solicit its employees or customers, both during their employment, and for a period after they leave 3M.

Learn more about 3M's creative solutions to the world's problems at or on Instagram, Facebook, and LinkedIn @3M.

Responsibilities of this position include that corporate policies, procedures and security standards are complied with while performing assigned duties.

Safety is a core value at 3M. All employees are expected to contribute to a strong Environmental Health and Safety (EHS) culture by following safety policies, identifying hazards, and engaging in continuous improvement.

Pay & Benefits Overview: _careers-working-at-3m/benefits/

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Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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