GIS ITSM Operations Manager 1

What you'll do

• Manage the Change Advisory Board to enforce policy and risk assessment.
• Establish a GIS-wide release calendar for coordinated platform releases.
• Automate release notes and stakeholder communications post-release.
• Own CMDB strategy, including CI classes and normalization rules.
• Integrate observability platforms with ITSM for alert correlation and routing.
• Define SLOs/SLIs and operationalize error budgets for service reliability.
• Create actionable analytics and dashboards for Incident, Change, and Request processes.

What we're looking for

• Deep experience with ITSM processes including Incident, Problem, Change, Request, Release Management, and CAB.
• Practical expertise in defining SLIs/SLOs, setting error budgets, and integrating them into operational decision-making.
• Hands-on skills in automation, AIOps, observability tools, and CMDB management.
• Proven ability to design and govern ITSM processes with lean/ITIL methodologies.
• Bachelor’s degree in Information Systems, Computer Science, Engineering or related field; Master’s preferred.
• 7–10+ years of experience in IT Operations/ITSM, including 3–5+ years leading ITSM functions in large enterprises.
• Certifications in ITIL 4 (Managing Professional preferred) and relevant technology domains.