Infrastructure PM/ITSM Manager

RESPONSIBILITIES:
Kforce has a client in need of an Infrastructure PM/ITSM Manager in Philadelphia, PA.

Responsibilities:
* Lead ITSM operations across Incident, Service, Change, and Problem Management
* Act as Agile Product Owner supporting R&D, Production, Delivery, and Reliability
* Manage incidents end-to-end (coordination, communication, RCA, emergency changes, permanent fixes)
* Drive service enablement through intake triage and work routing
* Oversee change management (SOP/routine/emergency changes, calendars, approvals, compliance)
* Lead problem management and recurring issue resolution
* Facilitate post-mortems and translate findings into prioritized backlog items
* Develop and maintain SOPs, workflows, and runbooks for support and delivery teams
* Define ticket prioritization using impact/severity frameworks
* Ensure production work aligns with Principal Engineer approvals
* Partner with PMO and enterprise teams to drive coordinated delivery
* Support reporting frameworks for leadership insights (incidents, changes, service metrics)
* Manage ticket intake pipelines and optimize workflows
* Drive continuous improvement in service quality, reliability, and operations

REQUIREMENTS:
* Bachelor's degree in IT, Engineering, CS, or related field (or equivalent experience)
* 5+ years of experience in ITSM, Technical Project Management, or production operations
* Strong ITSM expertise across Incident, Change, and Problem Management
* Proven experience leading incident response and RCA in production environments
* Experience operating as a Technical PM and/or Product Owner in Agile settings
* Knowledge of ITIL and service management best practices
* Ability to design triage workflows, prioritization models, and operational processes
* Strong technical credibility with engineering, delivery, and reliability teams
* Experience with ticketing tools (e.g., Jira) and workflow management systems
* Skilled in building reporting frameworks, dashboards, and operational metrics
* Experience working within Agile/SAFe environments and with PMO governance
* Strong stakeholder communication and cross-functional collaboration skills
* Highly organized with strong attention to detail and execution discipline

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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