Lead the design, implementation, and continuous improvement of IT service management processes
Ensure IT services are delivered efficiently, reliably, and in alignment with business objectives
Partner with Infrastructure, Applications, Cybersecurity, and Business stakeholders to improve service quality, operational stability, and end-user experience
Own and govern core ITIL processes including incident management, problem management, change management, service request management, configuration management (CMDB), knowledge management
Establish KPIs and SLAs for all IT services
Drive adherence to service governance standards
Monitor and improve service performance metrics (MTTR, SLA compliance, backlog trends)
Lead root cause analysis for major incidents
Chair Change Advisory Board (CAB)
Optimize ticket workflows and automation
Administer and optimize ITSM platform
Translate business requirements into service delivery models
Conduct service reviews with stakeholders
Identify automation opportunities
Provide coaching and performance management

Requirements

5+ years in IT Service Management or IT Operations
3+ years in leadership or management role
ITIL v3 or ITIL 4 certification (required or strongly preferred)
5+ years of experience managing ITSM platforms
Strong understanding of IT infrastructure and application support models
Bachelor’s degree in information technology, Business, or related field
Experience in distribution or logistics environments (bonus)
Familiarity with ERP/WMS systems and experience supporting multi-site operations (bonus)
Experience with SLA governance and executive reporting (bonus)

Benefits

Quarterly profit-sharing bonus
Hybrid Work schedule
Team member appreciation events and recognition programs
Volunteer opportunities
Monthly IT stipend
Casual dress code
On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
Health insurance
401k/401k match
Employee assistance programs
Time away

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT service managementincident managementproblem managementchange managementservice request managementconfiguration managementknowledge managementKPI establishmentSLA governanceroot cause analysis

Soft Skills

leadershipcoachingperformance managementstakeholder engagementcommunication

Certifications

ITIL v3ITIL 4