Head of IT Service Management

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We are seeking a strategic and hands-on Manager of IT Service Management (ITSM) to lead the organization's core service management functions, with a focus on Major Incident Management, Change Management, and Problem Management. This role is essential in ensuring service stability and driving continuous process improvement through the effective use of ServiceNow and ITIL best practices. The ideal candidate will also play a pivotal role in collaborating with integration vendors and SRE teams to restore service rapidly during high-impact incidents.

Major Incident Management (MIM):

Serve as the primary incident commander for all P1 and P2 incidents, driving resolution through effective coordination and communication.
Work closely with SRE teams and third-party integration vendors to accelerate root cause identification and service restoration.
Drive continuous improvement by conducting detailed post-incident reviews (PIRs), tracking corrective actions, and updating knowledge bases.
Enhance visibility through executive dashboards and real-time reporting within ServiceNow.

Change Management:

Oversee the end-to-end Change Management lifecycle, ensuring risk-based assessments, stakeholder approvals, and controlled implementations.
Lead the Change Advisory Board (CAB) and optimize change processes to reduce risk and increase change success rates.
Implement continuous improvements to streamline workflows and improve agility while maintaining stability.
Utilize ServiceNow for change planning, impact analysis, and change collision detection.

Problem Management:

Lead Problem Management efforts focused on identifying trends, eliminating root causes, and improving system reliability.
Maintain an active backlog of known errors and drive corrective actions in collaboration with engineering and operations teams.
Leverage ServiceNow for RCA documentation, tracking, and cross-team accountability.

Define and monitor KPIs/SLAs related to incident, change, and problem management.
Champion a service-driven culture focused on reliability, efficiency, and transparency.

ServiceNow Platform Oversight:

Act as the process owner for key ITSM modules in ServiceNow (Incident, Change, Problem, CMDB).
Collaborate with ServiceNow developers and platform teams to enhance automation, workflows, and reporting capabilities.
Ensure the toolset aligns with ITSM maturity goals and supports operational excellence

Minimum: 4-Year Degree in Computer Science, Information Technology or related degree

Preferred: 4-Year Degree or Graduate Degree in computer science or related field

5+ years of experience managing ITSM practices in large-scale or enterprise environments.
Strong expertise in Major Incident and Change Management, with experience leading war rooms and process improvements.
Hands-on experience with ServiceNow ITSM suite (Incident, Change, Problem, CMDB).
Proven ability to collaborate closely with Business Units, Marketing and IT Technical Leadership to proactively manage potential collisions between planned marketing events and software releases in Inspires eCommerce platform.

ServiceNow System Administrator or related ServiceNow certifications
Experience in compliance-driven or highly regulated environments
Splunk, PagerDuty, Opsgenie)
Strong understanding of release coordination, with the proven ability to collaborate with business units, marketing, and digital product teams to prevent change collisions during critical business events such as product launches, digital campaigns, and promotions
Experience facilitating cross-functional planning between IT and business stakeholders to align changes and deployments with business timelines
Ability to influence non-technical stakeholders and communicate the impact of ITSM processes in a business-aligned manner

Inspire is a multi-brand restaurant company whose portfolio includes more than 33,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.

We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We know that food is much more than a staple—it’s an experience. Employment type Employment type Full-time
Job function Job function Information Technology
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