Manager, IT Service Management

We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).

Our Department of Defense contract requires ship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

The Manager of IT Service Management and Service Delivery is responsible for leading the strategy, execution, and continuous improvement of enterprise IT Service Management (ITSM) practices to include Incident, Change, Knowledge, Problem and Event Management and Monitoring, with a core focus on driving value through the ServiceNow platform. This role ensures high-quality IT services are delivered consistently across the organization while advancing automation, self-service, and operational efficiency through ServiceNow and aligned ITIL processes.

Education & Experience

Required:

Bachelor's degree in Computer Science, Business Administration or related field or equivalent experience
be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
5 years of experience in a leadership role that includes directly managing people
5 years of experience in IT service management managing process improvement and performance optimization
Excellent communication, leadership, and stakeholder engagement skills
Ability to translate complex technical issues into business-relevant solutions and recommendations
Strong Interpersonal skills and customer service orientation required to interact with internal and external contacts
ITIL v3 certification required, with demonstrable experience implementing enterprise processes
Strong experience with process adoption, including getting buy-in from leadership and cross-functional teams

Preferred:

Agile or Scrum experience in managing development and deployment of ITSM solutions.
Experience working in large-scale or highly regulated environments (e.g., healthcare, finance, government)
Strong analytical and problem-solving skills with a continuous improvement mindset.
Experience with documentation and technical writing to develop solutions and procedures

Key Responsibilities

Lead the ITSM team and oversee the successful delivery of continual service improvements of ITSM process areas.
Champion ITIL-based processes (Incident, Problem, Change, Knowledge, Event, Monitoring, etc.) across IT teams to ensure alignment with best practices and business needs.
Manage team performance, development, and staffing to ensure a high-performing, customer-centric service delivery team.
Act as liaison between business stakeholders and technical teams to define requirements, prioritize enhancements, and ensure user satisfaction.
Develop and monitor key performance indicators (KPIs) and dashboards to measure service quality, customer satisfaction, and process effectiveness.
Ensure compliance with security and regulatory standards for ServiceNow and ITSM operations.
Stay abreast of industry trends, new ServiceNow capabilities, and opportunities to optimize ITSM and service delivery.

Competencies

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate; able to clearly translate highly technical concepts in easy-to-understand business terms; confident and composed communicator with experience presenting all levels of leadership.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required; organizational change management expertise.

Creativity / Innovation: Ability to develop unique and novel solutions to problems; view change as necessary.

Delegation Skills: Provide clear performance expectations for projects and ensure adequate access to resources for completion.

Empathy / Customer Service: Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position; develop strong relationships with technology and business leaders.

Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.

Technical Skills: Apply ITIL v3 principals to the development and daily management of designated service management processes; develop measurable metrics to drive improved service delivery, drive effective vendor engagements and to demonstrate the effectiveness of specific service management processes; ensure service management process integration with ServiceNow; provide strategic insight to IT leadership.

Working Conditions

Working Conditions:

Works non-regular hours as required
Works within a standard office environment, with minimal travel
Extensive computer work with long periods of sitting

Company Overview

Taking Care of Our Nation's Heroes.

It's Who We Are. It's What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We're On a Mission to Serve !

Our job is to make sure that America's heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we've proudly been on that important mission since 1996.

Benefits

We're more than just a health care company. We're passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $128,000 - $160,000 per year.

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.