ITSM Practice Manager

NorthMark Compute & Cloud (NMC²) is backed by dedicated leadership and investment, with a clear mission as it operates at the bleeding edge of technology. Its goal is to scale and enhance the high-performance computing (HPC) and cloud infrastructure that supports its clients’ research, production, and delivery, enabling breakthroughs that shape the industries of tomorrow. Its engineers build critical infrastructure to eliminate friction in scientific research, simulations, analysis, and decision-making, accelerating discovery and driving faster innovation. Position The ITSM Practice Manager, Design & Engineering is accountable for the design, configuration, implementation, and continual improvement of the ITSM practices that govern how NMC² delivers and protects its services. This role owns the architectural and engineering side of the operating model: process design, workflow configuration, tooling implementation, automation, and the structured improvement of every practice in scope. Working closely with the ITSM Practice Manager, Operations & Adoption, you will ensure that practices are built, configured, and continuously evolved to match the demands of our fast-growing infrastructure environment. Practices in scope include Incident Management, Problem Management, Change Enablement, and Service Request Fulfillment, with Knowledge Management as a shared team responsibility. Responsibilities Design and maintain end-to-end ITSM practices covering Incident Management, Problem Management, Change Enablement, and Service Request Fulfillment Configure and maintain workflows, SLAs, automations, escalation rules, and integrations in Jira Service Management and Opsgenie Chair the Change Advisory Board (CAB), own change quality across NMC², and manage the change calendar, blackout windows, and freeze policies Build and maintain the Known Error Database (KEDB), RCA frameworks, and proactive problem identification models Design and configure the service request catalog, including fulfillment workflows, approval chains, SLA tiers, and the JSM self-service portal Design automation rules to reduce manual toil, including auto-assignment, SLA escalations, notification routing, and integrations with monitoring and communication platforms Run a structured continual improvement program for each practice in scope, with documented initiatives, target outcomes, and measurable maturity progression Partner with Engineering, Data Center Operations, Service Desk, and vendor teams to ensure practice design reflects actual service delivery patterns Serve as secondary on‑call commander for major incidents when the primary is unavailable Requirements Bachelor’s Degree or equivalent experience 7+ years in IT Service Management with direct responsibility for practice design and process ownership across multiple ITIL practices Proven experience designing incident, problem, and change management practices in large-scale, high-availability, or mission-critical environments Hands‑on experience configuring an ITSM platform (JSM, ServiceNow, or equivalent) including workflows, SLAs, automations, and integrations Experience chairing a Change Advisory Board or owning change governance at scale Strong working knowledge of RCA methodologies (5 Whys, Ishikawa, fault tree, Kepner‑Tregoe) at the level of designing and applying the framework Experience leading or driving a major ITSM platform implementation or redesign Ability to write clear, structured design documentation: practice specifications, workflow diagrams, and configuration baselines ITIL 4 Foundation (required); ITIL 4 Specialist: Create, Deliver & Support and Atlassian JSM certifications strongly preferred Exposure to data center, cloud, or HPC environments preferred #J-18808-Ljbffr