IT Manager- IT Service Management

Overview Deriva Energy is a leading Independent Power Producer in the U.S. renewables market, operating over 6 GW of wind, solar, and storage projects. The company is headquartered in Charlotte, NC, and is a subsidiary of Brookfield Renewable. Position Summary The IT Manager, IT Service Management (ITSM) leads and matures Deriva Energy's IT Service Management function. Responsibilities include governance of core ITSM processes (Incident, Major Incident, Problem, Change, Configuration, Knowledge, and Service Catalog) and continuous improvement via the ServiceNow platform. Main Responsibilities Lead strategy, governance, and continual improvement of the organization’s ITSM Develop and maintain ITSM policies, standards, procedures, and operational processes Define service management metrics, KPIs, dashboards, and executive reporting Promote ITIL best practices across the IT organization Own and govern the ServiceNow platform, defining governance, standards, workflows, and automation Coordinate with ServiceNow administrators, developers, and technical teams for enhancements Own Incident and Major Incident Management processes, leading response, escalation, communication, and restoration activities Facilitate post‑incident reviews, trend monitoring, and reliability improvements Establish and manage the enterprise Problem Management program, leading root cause analysis and corrective actions Own and govern the Change Management process, including CAB activities and risk reduction Ensure proper planning, testing, communication, and documentation standards for changes Establish CMDB governance and maintain data quality, accuracy, and completeness Support Incident, Problem, Change, and Asset Management through effective CMDB governance Develop and maintain enterprise Knowledge Management standards and processes Improve knowledge sharing, self‑service capabilities, and content relevance Own and govern the Deriva IT Service Catalog, standardizing request fulfillment and workflows Provide leadership, coaching, and development for service management staff and build partnerships across IT and business teams Support succession planning, cross‑training, and organizational maturity initiatives Foster a culture of accountability, service excellence, and continuous improvement Basic Qualifications Bachelor’s degree in Information Technology, Computer Science, or related field Six (6) years or more of progressive experience in network or telecom engineering, including at least two (2) years of direct reports/leadership In lieu of a bachelor’s degree: an associate’s degree in a related field and eight (8) years of related experience In lieu of an associate’s degree: HS/GED and eight (8) years of related experience Desired Qualifications Seven (7) years or more of experience in IT Service Management, IT Operations, Service Delivery, or related disciplines Three (3) years or more of leadership or management experience Strong knowledge of ITIL and service management best practices Experience leading Incident, Problem, Change, and Service Delivery processes Experience with ServiceNow ITSM solutions Strong communication, analytical, and stakeholder management skills ITIL Foundation or higher certification ServiceNow Certified System Administrator (CSA) ServiceNow Certified Implementation Specialist (CIS-ITSM) Experience managing ServiceNow administrators, developers, or platform resources Experience implementing or maturing CMDB, Knowledge Management, Service Catalog, and Major Incident Management programs Experience within the energy, utilities, or critical infrastructure industries Working Conditions Location: Charlotte, NC. Relocation assistance may be available for qualified candidates. The position is onsite with an option to work remotely one day per week. Benefits Health insurance Dental insurance Vision insurance 401(k) with matching Employee assistance program Flexible spending account Life insurance Paid time off Parental leave Equal Opportunity and EEO Statement Deriva Energy is an Equal Opportunity and affirmative action employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, disability, marital status, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender status, sex stereotyping, or protected veteran or military status. Deriva welcomes veterans of all branches and occupational specialties. Applicants must be authorized to work for any employer in the U.S.; we do not sponsor or take over employment visas. #J-18808-Ljbffr