ITSM Manager

Job Title: ITSM Manager

Location: Charlottesville, VA (Onsite)

Job Type: Long-Term Contract

About the Role:

We are seeking an experienced IT Service Management (ITSM) Manager to oversee and enhance IT service delivery operations across the organisation. The ideal candidate will have a strong background in ITIL processes, including incident and problem management, as well as continuous service improvement initiatives. This role requires a strategic thinker who can manage service operations, lead cross-functional teams, and drive efficiency in IT support and service delivery.

Key Responsibilities:

• Oversee daily IT service delivery operations and ensure adherence to defined SLAs and KPIs.
• Lead and manage ITSM processes, including Incident Management, Change Management, Problem Management, Request Fulfilment, and Service Asset & Configuration Management.
• Collaborate with technical teams and business stakeholders to ensure high-quality service delivery.
• Drive process improvement initiatives to enhance service quality, reduce downtime, and improve customer satisfaction.
• Maintain and improve the ITSM toolset (e.g., ServiceNow, BMC Remedy, or equivalent).
• Develop reports and dashboards to provide insights into service performance and areas for improvement.
• Ensure compliance with IT governance and security standards.
• Provide leadership, mentorship, and guidance to IT support and service desk teams.
• Partner with vendors and managed service providers to ensure alignment with organisational service standards.
• Support audits and ensure process documentation and controls are up to date.

Required Qualifications:

• Bachelor s degree in Information Technology, Computer Science, or a related field.
• 7+ years of experience in IT Service Management or IT Operations roles.
• Strong working knowledge of ITIL v3 or ITIL 4 frameworks (ITIL certification preferred).
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Cherwell, or equivalent.
• Proven experience leading service improvement initiatives and managing SLAs.
• Excellent analytical, problem-solving, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications:

• Experience managing ITSM operations in a regulated or enterprise environment.
• Familiarity with cloud and hybrid infrastructure environments (Azure, AWS).
• PMP, COBIT, or Lean Six Sigma certification is a plus.
• Prior experience managing or coordinating with global IT teams.