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Manager, IT Service Management Office

2 weeks ago

Windsor, United States Eversource Full time

Manager, IT Service Management Office (SMO) & ServiceNow Platform The Manager of the IT Service Management Office (SMO) and ServiceNow Platform is responsible for leading the organization's IT service management strategy, governance, and operations. This role oversees the design, implementation, and continuous improvement of ITIL-based processes, ensuring alignment with business objectives. Additionally, the manager owns the ServiceNow platform roadmap, administration, and optimization to deliver efficient, automated, and scalable IT services at Eversource. Key Responsibilities: Establish and maintain IT Service Management (ITSM) governance, policies, and standards. Drive adoption and maturity of ITIL processes (Incident, Problem, Change, Request, Knowledge, Event, CMDB, Asset, BCM, SPM, APM, TPM and other processes). Monitor and report on ITSM performance metrics and KPIs to ensure service quality and compliance from 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. Manager of service management team and managed services vendors. Provide storm and emergency response services. ServiceNow Platform Management: Own the ServiceNow platform strategy, roadmap, and lifecycle management. Oversee platform administration, configuration, and integration with other enterprise systems. Ensure platform stability, security, and compliance with organizational standards. Manage ServiceNow development team and coordinate enhancements, upgrades, and new module implementations. Evaluate and implement automation opportunities to improve IT service delivery utilizing an Agile methodology. Leadership & Core Competencies: Manage and mentor a team of ITSM professionals and ServiceNow developers/administrators. Partner with IT leadership to align SMO objectives with enterprise IT strategy. Act as a key liaison between IT operations, business units, and vendors. Strategic thinking and ability to align IT services with business needs. Strong analytical and problem-solving skills. Ability to lead cross-functional teams and drive organizational change. Vendor and contract management experience. Technical Knowledge/Skill/Education/Licenses/Certifications: Technical Knowledge/Skill: Baccalaureate degree or equivalent Experience: 10 or more years of experience in IT and management with at least 3 years in a leadership role. Strong knowledge of ITIL 4 framework; ITIL certification required 5+ years of proven experience managing ServiceNow platform Excellent leadership, communication, and stakeholder management skills. Experience with process improvement methodologies (Lean, Six Sigma) is a plus. Licenses & Certifications: ITIL certification required. Lean Six Sigma certification preferred. Working Conditions: Must be available to work emergency storm assignment as required. Must be available to travel between MA/CT/NH as necessary. Competencies: Build trusting relationships Manage and develop people Foster teamwork and cross-functional collaboration Lead change Communicate strategic vision Create an engaged workforce Focus on the customer Take ownership & accountability Compensation and Benefits: Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is: Worker Type: Regular Number of Openings: 1 Emergency Response: Responding to emergency situations to meet customers' needs is part of every employee's role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location. EEO Statement: Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status. VEVRRA Federal Contractor