Manager - Incident/Change Management

Software Guidance & Assistance, Inc., (SGA), is searching for a Manager of Major Incident, Problem, and Change & Release Management for a FULL TIME assignment with one of our premier Insurance clients. Must work onsite hybrid in one of these office locations: New York NY, Holmdel NJ, Bethlehem PA, Pittsfield MA or Stamford CT. Hybrid schedule 3 days a week onsite.

Client cannot sponsor now or in the future.
No additional layers of employment.

Responsibilities :

• Lead and manage the Major Incident Management team (including 24/7/365 coverage across US and India), ensuring swift identification, effective communication, and rapid resolution of incidents.
• Drive the Problem Management process, fostering collaboration across teams to identify root causes of recurring issues and implement proactive solutions to prevent future incidents.
• Be accountable for the Change Management process, ensuring accurate prioritization, approval, scheduling, and execution of changes, with a solid focus on risk mitigation, detailed testing, and comprehensive documentation.
• Ensure that all incident, problem, and change management activities are handled with a clear understanding of potential impacts to our business services and partners.
• Partner with multi-functional teams to ensure alignment of ITSM processes with overall business objectives.
• Monitor key performance indicators (KPIs) related to incident resolution, problem management, and change success, and implement strategies to drive continuous improvement.
• Mentor and develop team members, fostering a culture of collaboration, accountability, and excellence.
• Partner with the Head of IT Service Management to mature and optimize ITSM processes, and to enhance the utilization and effectiveness of the ServiceNow platform.
• Develop, implement, and manage the IT Service Management (ITSM) framework following established methodologies.
• Be responsible for IT service processes and ensure compliance with industry standards.
• Lead training activities and facilitate ITSM meetings.
• Analyze critical metrics to drive service improvements.

Required Skills :

• Seasoned ITSM professional dedicated to maintaining seamless technology operations and minimizing business interruptions.
• Excel at leading teams through critical incidents, driving root cause resolution, and implementing effective change management practices
• Dynamic Manager of Major Incident, Problem, and Change & Release Management.
• Demonstrated history of success in ITSM roles.
• Proficient in ITIL principles and practices (ITIL4 certification is a plus).
• Demonstrable ability to lead and manage teams, particularly in a 24/7/365 Major Incident Management environment.
• Extensive experience in managing Major Incident, Problem, and Change Management processes.
• Excellent skills in Customer Relationship Management (CRM) and Root Cause Problem Solving.
• A solid focus on Process Improvement and a data-driven approach to decision-making.
• Outstanding communication skills (both written and verbal) and interpersonal skills, with the ability to effectively communicate with technical and non-technical collaborators.
• Solid understanding of ITSM tools and technologies.
• Experience with major ITSM platforms (ServiceNow, BMC Remedy, or similar).
• Strong analytical and problem-solving skills.
• Ability to collaborate effectively with various teams.
• Experience in managing complex projects from inception to completion.
• Familiarity with Industry regulations, standards, and frameworks related to Incident, Problem, and Change (e.g. NIST, ITIL, COBIT).
• Familiarity with CI/CD pipelines, DevOps practices, and Agile methodologies is advantageous.
• Bachelor's degree or equivalent work experience.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.

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