Manager
Manager-ITServiceManagement
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“Manager - IT Service Management at Manager. Skills: IT Service Management, Incident Management, People Management, Service Delivery. Lead and develop a team. Deliver high-quality incident and request handling”
What You'll Achieve.
Improve service performance; Enhance reliability; Reduce manual effort; Deliver high-quality support; Improve system stability; Improve user experience; Improve system reliability; Improve system performance; Drive measurable improvements in service delivery; Drive measurable improvements in customer experience; Reduce risks; Reduce manual effort through automation; Identify improvement opportunities
Industry & Context.
Technical investigation; Technical analysis; System issues; Trend analysis; Data-driven decision making
What They're Looking For.
Must Have
5+ years of experience in IT delivery, 3+ years of people management experience, knowledge of ITSM practices, Experience working in ticket-based environments, Proven ability to drive KPIs, Experience with documentation and knowledge management, Demonstrated ability to improve processes
Nice to Have
ITIL 4 knowledge, ITSM certification, Experience implementing service operations automation, Experience with monitoring and reporting tools, Salesforce experience, People-first leadership, operational mindset, Data-driven decision-making approach, Ability to balance short-term operational demands, Composed and structured approach
What You'll Do.
Lead and develop a team
Deliver high-quality incident and request handling
Improve system stability and user experience
Deliver effective incident management
Deliver service request fulfillment
Perform technical troubleshooting
Collaborate with engineering teams
Improve system reliability
Improve system performance
Drive measurable improvements in service delivery
Drive measurable improvements in customer experience
Provide application support
Provide user administration
Perform structured technical analysis
Resolve system issues
Develop trend reports
Identify service issues
Address service issues
Coach technical teams
Develop technical teams
Foster an inclusive culture
Set performance expectations
Create development plans
Manage workforce planning
Partner with leadership
Oversee incident management execution
Oversee service request management execution
Resolve incidents within SLAs
Act as escalation point
Deliver consistent user experiences
Ensure accurate ticket documentation
Ensure ticket lifecycle management
Maintain stability of IT services
Maintain reliability of IT services
Monitor recurring issues
Collaborate with infrastructure teams
Support major incident coordination
Support post-incident reviews
Identify automation opportunities
Promote knowledge reuse
Promote shift-left practices
Promote proactive issue prevention
Use data to identify improvement opportunities
Champion continuous improvement
Contribute to reporting
Translate operational metrics
Identify opportunities
Identify capacity needs
Support service reviews
Support IT service governance
How You'll Work.
Team & Collaboration
Global incident teams; Problem management teams; Change management teams; IT Operations governance; Engineering teams; Infrastructure teams
Communication Scope
Explain technical issues; Stakeholder communication
Process & Methodology
Agile environments, SDLC
Full Job Description
We are seeking a Manager, IT Service Management to lead a critical part of our IT Service Management and Production Support organization. In this role, you will drive consistent, high-quality support across customer-facing products, enterprise applications, and core infrastructure services. You will lead a multi-disciplinary team responsible for incident resolution, service request fulfillment, operational monitoring, reporting, and continuous improvement. This is a hands-on technical leadership role that combines people leadership, ITSM process ownership, and broad technical expertise. You will help improve service performance through clear service level agreements (SLAs), structured processes, data-driven decision-making, and an automation-first mindset—enhancing reliability while reducing manual effort. This role partners closely with global incident, problem, and change management teams, as well as IT Operations governance, representing both customer and internal stakeholder needs. **Position Responsibilities:** * You will lead and develop a team with complementary capabilities across frontline support, technical investigation, application support, and operational monitoring. The team is accountable for delivering high-quality incident and request handling while improving system stability and user experience. * Delivering effective incident management, service request fulfillment, and technical troubleshooting * Collaborating with engineering teams to improve system reliability and performance * Driving measurable improvements in service delivery and customer experience **Team Functions:** * Support Specialists (Tier 1 / Tier 2): Provide application support, user administration, documentation, and escalation management * Operations Engineers and Technical Analysts: Perform structured technical analysis, resolve system issues, and partner with engineering to reduce risks * Operations Monitoring & Reporting Analysts: Develop dashboards, alerts, and trend reports t
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