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The ITSM Manager is a senior process, governance, and platform ownership role responsible for the design, adoption, and continual improvement of ITIL 4-aligned service management practices across DXP's Information Technology organization. This individual owns the ITSM platform and the end-to-end lifecycle of the core service management processes - Incident, Problem, Change, Request, Knowledge, Service Level, and Configuration Management - driving consistency, measurable service quality, and a customer-focused service culture.
This is a process and platform leadership role, not a people-management position. The ITSM Manager does not have direct responsibility for the Service Desk, support teams, or operational staff, and has no direct reports. Instead, the role influences and drives accountability across multiple IT functions through governance, facilitation, coaching, and data-driven insight - operating as the organization's ITSM subject matter expert and the single point of ownership for how IT services are managed and improved.
Responsibilities of the ITSM Manager include but are not limited to:
ITSM Governance & Process Ownership
Own the ITIL 4-aligned service management framework, maintaining process documentation, RACI models, policies, and standards across the IT organization.
Serve as the accountable process owner for all core ITSM processes, ensuring they are designed, documented, adopted, and consistently followed.
Establish and chair ITSM governance forums to review process health, maturity, adoption, and improvement opportunities.
Align service management practices with business objectives, IT strategy, and audit and compliance requirements.
Incident Management
Own the Incident Management process, ensuring rapid restoration of service and consistent handling across all support tiers.
Define incident categorization, prioritization, escalation paths, and major-incident procedures.
Coordinate major-incident response and facilitate post-incident reviews without owning the responding teams.
Monitor incident trends and drive reductions in mean time to resolve and recurring incidents.
Problem Management
Own the Problem Management process, driving root-cause analysis and permanent elimination of recurring issues.
Coordinate cross-team problem investigations and maintain the known-error database.
Proactively identify problems from incident trends and track problem-resolution effectiveness.
Change Management
Own the Change Management (change enablement) process and chair the Change Advisory Board (CAB).
Define change types, risk and impact assessment models, approval workflows, and the change calendar.
Balance change velocity with stability, driving high change-success rates and low change-related incidents.
Facilitate change reviews and continuously improve the change process.
Request Fulfillment
Own the Request Fulfillment process and service-catalog governance.
Standardize request workflows, fulfillment SLAs, and approval routing.
Expand self-service adoption and automation of common, high-volume requests.
Knowledge Management
Own the Knowledge Management process and knowledge-base governance (KCS-aligned where applicable).
Establish standards for article creation, review, retirement, and quality.
Drive knowledge reuse to improve first-contact resolution and self-service deflection.
Service Level Management
Define, negotiate, and maintain SLAs, OLAs, and underpinning contracts across IT functions.
Monitor SLA and OLA attainment and drive corrective action for at-risk services.
Partner with service owners and vendors to align service commitments to business needs.
Configuration Management / CMDB Governance
Own CMDB governance, including the configuration item (CI) data model, relationships, data-quality standards, and audit cycles.
Define and enforce configuration-data ownership, accuracy targets, and reconciliation processes.
Integrate the CMDB with discovery, asset, incident, change, and problem processes.
ITSM Platform Ownership
Serve as the business and functional owner of the ITSM platform (e.g., ServiceNow, Jira Service Management, Freshservice, or Ivanti).
Govern platform configuration, workflows, forms, and integrations, balancing standardization against business needs.
Own and prioritize the platform roadmap and backlog, partnering with administrators and developers on delivery.
Drive workflow improvement, automation, and reduction of manual effort across service management processes.
KPI Reporting & Executive Dashboards
Design and maintain ITSM KPIs, operational reports, and executive dashboards (e.g., Power BI).
Translate service management data into actionable insight and executive-ready narratives.
Establish baselines, targets, and trend reporting for process performance.
Continual Service Improvement
Own the continual service improvement (CSI) register and the improvement lifecycle across all ITSM processes.
Identify improvement opportunities from metrics, audits, feedback, and incident and problem trends.
Prioritize, sponsor, and measure the impact of improvement initiatives.
Vendor & Stakeholder Coordination
Coordinate with managed-service providers, platform vendors, and third parties on service commitments and improvements.
Partner with IT leaders, service owners, and business stakeholders to align service management to outcomes.
Facilitate cross-functional working sessions to resolve process gaps and dependencies.
Audit, Compliance & Process Adherence
Ensure ITSM processes support audit, regulatory, and internal-control requirements.
Conduct process audits and adherence reviews, tracking findings through to closure.
Maintain evidence, documentation, and controls for all service management processes.
Qualifications of the ITSM Manager include but are not limited to:
Bachelor's degree in information technology, Computer Science, Business, or a related field; equivalent professional experience will be considered in lieu of a degree.
7+ years of progressive IT experience.
4+ years of ITSM or ITIL process ownership experience.
Hands-on experience with one or more enterprise ITSM platforms (ServiceNow, Jira Service Management, Freshservice, Ivanti, Cherwell, or similar).
Demonstrated experience facilitating Change Advisory Board (CAB) meetings.
Proven experience creating KPIs, dashboards, SLAs, OLAs, and operational reporting.
Strong process-improvement and stakeholder-management skills, with a track record of influencing across teams.
Certifications
Required
ITIL 4 Foundation.
Preferred
ITIL 4 Managing Professional (MP).
ServiceNow Certified System Administrator (CSA).
ServiceNow implementation or administration certification (e.g., Certified Implementation Specialist).
HDI certification (e.g., HDI Support Center Team Lead or HDI-KCS).
PMP, Lean Six Sigma, or a similar process-improvement certification.
Technical Skills
ITIL 4 service management framework.
Incident, Problem, Change, Request, Knowledge, Service Level, and Configuration Management processes.
ITSM platform administration or functional governance (ServiceNow, Jira Service Management, Freshservice, Ivanti, or similar).
CMDB and asset-data governance.
Power BI or comparable reporting and dashboarding tools.
Microsoft 365 ecosystem (Teams, SharePoint, Excel, and the Power Platform).
Workflow automation and process mapping (e.g., BPMN, Visio, and flow automation).
Leadership Expectations
Influences without direct authority, driving adoption and accountability across IT functions that do not report to the role.
Drives accountability for process adherence and service quality across teams.
Facilitates constructive discussions among technical teams, business stakeholders, and leadership.
Builds consensus and aligns diverse groups around common service management standards.
Promotes a customer-focused, service-oriented culture across IT.
Acts as the organization's ITSM subject matter expert and trusted advisor.
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Additional Information:
Physical Demand: N/A
Working Conditions: Hybrid / Corporate office environment
Shift Time/Overtime: Monday-Friday, standard office hours, after-hours work as required for system maintenance
Travel: 10% or less
DXP offers a comprehensive benefits package for full-time regular employees, normally working a minimum of 30 hours per week, including: medical, dental, vision, flexible spending account, paid holidays, life and disability insurance, and additional supplemental benefits. All employees are eligible to participate in the 401(k) plan.
Salary is commensurate with experience. Except where prohibited by state law, all offers of employment are contingent upon successfully passing a drug test. DXP is an equal opportunity employer and participates in E-Verify. EOE/M/F/D/V.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: RTX192482
- Position Id: a608dc444773636a52c0307285e5a1dd
- Posted 2 days ago
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