Manager, IT Service Management Office

Eversource Energy

ITSM and ServiceNow leader optimizing governance, automation, and enterprise technology services for Eversource, a New England energy delivery company. Managing teams, vendors, platform roadmap, and service improvement.

Posted 8/10/2026full-timeBerlin • Connecticut, Massachusetts • 🇺🇸 United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Service Management, focusing on ServiceNow platform strategy, ITIL processes, and governance. Proven ability to lead teams, drive service improvement initiatives, and align IT services with organizational goals.

Highest-signal resume keywords

ITIL 4 Framework KnowledgeServiceNow Platform ManagementLeadership ExperienceITSM GovernanceProcess Improvement Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITIL ProcessesServiceNow AdministrationServiceNow ConfigurationAgile MethodologyPerformance Metrics MonitoringKPI ReportingAutomation ImplementationEmergency Response ServicesTeam ManagementVendor Management

Soft Skills

LeadershipCommunicationStakeholder Management

Tools & Technologies

ServiceNowITSM Tools

Certifications & Qualifications

ITIL CertificationLean Six Sigma Certification

Industry Keywords

IT Service ManagementGovernanceContinual Service ImprovementManaged ServicesBusiness Continuity Management

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Lead the IT Service Management Office and ServiceNow Platform strategy, governance, and operations
Establish and maintain ITSM governance, policies, and standards
Drive adoption and maturity of ITIL processes, including Incident, Problem, Change, Request, Knowledge, Event, CMDB, Asset, BCM, SPM, APM, and TPM
Monitor and report ITSM performance metrics and KPIs for managed services and internal IT services
Collaborate with business and IT stakeholders to align service management practices with organizational goals
Lead continual service improvement initiatives across IT services
Manage the service management team and managed services vendors
Provide storm and emergency response services
Own the ServiceNow platform strategy, roadmap, and lifecycle management
Oversee ServiceNow administration, configuration, integrations, stability, security, and compliance
Manage the ServiceNow development team and coordinate enhancements, upgrades, and new module implementations
Evaluate and implement automation opportunities using an Agile methodology
Mentor ITSM professionals and ServiceNow developers/administrators
Partner with IT leadership to align SMO objectives with enterprise IT strategy
Liaise between IT operations, business units, and vendors
Travel between MA, CT, and NH as necessary

Requirements

What you’ll need

Baccalaureate degree or equivalent experience
10 or more years of experience in IT and management
At least 3 years of experience in a leadership role
Strong knowledge of the ITIL 4 framework
ITIL certification required
5+ years of proven experience managing the ServiceNow platform
Excellent leadership, communication, and stakeholder management skills
Experience with process improvement methodologies such as Lean or Six Sigma is a plus
Lean Six Sigma certification preferred
Must be available to work emergency storm assignments as required
Must be available to travel between MA, CT, and NH as necessary
Must be able to work at least three days in the office, including Tuesdays and Wednesdays
Must be able to work up to five days in the office if needed or if the hybrid policy changes
Applicants requiring visa sponsorship to start employment with Eversource will not be considered

Benefits

Comp & perks

Hybrid work schedule
Competitive total rewards program
Potential incentive eligibility
Emergency restoration assignment compensation/participation as part of employment