GIS ITSM Operations Manager 1

Role Overview The ITSM Operations Manager leads GIS-wide service operations across Incident, Problem, Change, Request, Configuration, and Release Management. This role owns the CAB, CMDB health and automation, observability signal integration, the enterprise developer portal for GIS platform services, and the SLO/SLA framework with error budgets. What You Will Do Manage the Change Advisory Board (CAB), establish a GIS-wide release calendar, automate release notes and org communications, and track change success/failure rates. Own CMDB strategy and data model, automate inventory management, and integrate Application Portfolio Management (APM) into CMDB. Why It Might Be a Fit We're looking for an ITSM expert with deep experience in Incident, Problem, Change, Request, CMDB, CAB, and Release Management in enterprise environments. You should have practical experience defining SLIs/SLOs, setting error budgets, and integrating them into operational decision-making. Requirements Deep experience with Incident, Problem, Change, Request, CMDB, CAB, and Release Management in enterprise environments Practical experience defining SLIs/SLOs, setting error budgets, and integrating them into operational decision-making Runbooks, orchestration, correlation, noise reduction, and auto‑remediation Hands‑on with metrics, logs, traces; integrating tools (Datadog, Dynatrace, New Relic, Splunk, Azure Monitor, Prometheus/Grafana) into ITSM CI modeling, discovery sources, reconciliation, normalization, data lineage, and service mapping Dashboards, SQL/BI, trend analysis, KPI design; translating data into executive narratives Lean/ITIL process modeling, policy creation, audit/compliance, and change risk management Communication, negotiation (CAB), cross‑functional alignment, and vendor partnership management Least privilege, change controls, audit trails, and operational risk management Benefits Comprehensive set of outstanding benefits Perks and benefits Hybrid work location models On‑site Flex and Virtual Flex options Flexible work arrangements Equal opportunity employer Non‑discrimination in employment policies, practices and procedures #J-18808-Ljbffr