Modern IT Service Management Manager

What you'll do

• Design SIAM models including service integration layers, supplier governance structures, and multi-vendor process flows.
• Engineer platform-agnostic ITSM solutions by designing process and data models independent of specific software constraints.
• Redesign service management operating models to define roles, team structures, and decision rights for multi-provider environments.
• Develop detailed ITSM processes for incident, problem, change, request, configuration, and knowledge management in automated environments.
• Define data requirements, integration APIs, and reporting frameworks to provide visibility across the supplier ecosystem.
• Produce implementation-ready deliverables such as architecture documents, RACI frameworks, and transition plans for delivery teams.
• Support business development by contributing technical expertise to proposals and leading requirement-gathering workshops.

What we're looking for

• Minimum 7+ years of experience in IT service management, service integration, or ITSM platform engineering.
• Minimum 7+ years of experience designing or implementing SIAM models including governance frameworks and multi-vendor process flows.
• Minimum 5+ years of hands-on experience configuring or specifying at least two major ITSM platforms.
• Minimum 3+ years of ITIL 4 experience applying principles to practical process design.
• Bachelor's degree, or equivalent (minimum 12 years) work experience; if Associate’s Degree, minimum 6 years work experience required.
• ITIL 4 Managing Professional certification or equivalent (preferred).
• SIAM Foundation or Professional certification (preferred).
• ServiceNow Certified Implementation Specialist or equivalent platform certification (preferred).