Manager Platform Engineering - IT Service Management (ITSM)

Position Summary The Manager Platform Engineering - IT Service Management (ITSM) is a front-line leader responsible for the execution, operational health, and continuous improvement of IT service management platforms and processes. This role partners closely with Platform Engineering, SRE, Security, and Application teams to ensure ITSM capabilities enable reliable service delivery, safe change, and operational transparency at scale. Essential Functions, Duties, and Responsibilities People Leadership & Execution: Lead, coach, and develop ITSM engineers, analysts, and platform specialists. Establish clear accountability, priorities, and expectations for ITSM delivery. Foster a culture of ownership, learning, and operational discipline. ITSM Platform & Process Ownership: Own execution for ITSM platforms and workflows, including ServiceNow. Ensure stability, reliability, and performance of ITSM tooling. Drive standardization, automation, and reduction of manual processes. Operational Excellence & Governance: Ensure ITSM processes support reliable production operations and platform engineering needs. Lead operational reviews, metrics, and continuous improvement initiatives. Partner with Change, Incident, Problem, and SRE teams to reduce risk and incident recurrence. Data Quality & Transparency: Ensure accuracy, completeness, and trust in ITSM data including CMDB and asset records. Use metrics and scorecards to drive accountability and informed decision‑making. Cross‑Functional Partnership: Partner with Platform Engineering, Application Engineering, Security, and IT Operations. Act as a point of coordination between ITSM process owners and engineering teams. Convey information effectively to others. Other related duties as assigned by management. Qualifications and Education Requirements Bachelor’s degree in computer science, information systems, or related field. 6‑8 years of experience, including 1+ year of leadership experience. Experience leading ITSM, platform, or operations teams. Strong understanding of ITIL‑based practices and modern ITSM platforms. Experience with ServiceNow or comparable ITSM platforms. Skills, Abilities, and Knowledge Strong execution mindset and operational leadership skills. Excellent written and verbal communication skills. Strong interpersonal, influencing, and negotiation skills; collaborative work style. High learning agility with ability to learn and integrate business variables and new systems. Strong analytical and problem‑solving abilities; sound judgment. Effective at managing multiple priorities under tight deadlines in a fast‑paced environment. Self‑directed and comfortable working with ambiguity and uncertainty. High professional maturity, integrity, and confidentiality. Strong technical aptitude and business acumen. Work Environment and Physical Requirements On‑site work at assigned office location. Regular and punctual attendance, with flexibility for occasional overtime, evenings, or weekends. Work in a cubicle hub, maintaining focus amid noisy environment. Sedentary work; repetitive computer use with typing and phone calls. Requires effective verbal communication in English. Additional Information Management reserves the right to modify, add, or remove duties and request other duties as necessary. All employees are required to have smartphones that meet company security standards for installing apps such as Microsoft Authenticator. Benefits Medical, dental, and vision insurance. Health Savings Account with employer contribution. 401(k) retirement plan with employer match. Paid maternity leave, parental bonding leave, caregiver leave, and adoption assistance. Tuition and certification reimbursement. Employee mortgage loan program. Employee Emergency and Disaster Fund. Corporate Social Responsibility program with volunteer opportunities. 1 company‑paid volunteer day, matching gifts program, and access to grants. Equal Employment Opportunity We’re proud to be an equal‑opportunity employer and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. #J-18808-Ljbffr NewRez LLC