Manager, IT Service Management Operations
US-CO-Englewood
Attract-careers1
Req #: 95907
Type: Fulltime-Regular
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Overview: Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow. Responsibilities: Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session. We're seeking a technical leader to manage our Software Configuration Management (SCM), Change Management, and Problem Management operations. This role is critical to maintaining operational excellence and system stability across our enterprise infrastructure while driving automation initiatives. Key Responsibilities: * Lead Software Configuration Management, IT Change Management, and Problem Management functions, ensuring stability and operational excellence across enterprise infrastructure * Own Change Advisory Board (CAB) governance, enforcing enterprise policies, risk controls, and compliant change execution * Drive root cause analysis and problem management initiatives to reduce post-change incidents and improve service reliability * Manage and optimize the ServiceNow platform, including ITSM workflow automation, integrations, and continuous improvement initiatives * Oversee infrastructure monitoring and change validation using Dynatrace, ensuring post-deployment health and performance visibility * Define and track service delivery KPIs, partner cross-functionally with infrastructure, application, security, and vendors to drive measurable operational improvements Qualifications: Education and Experience: * A bachelor's degree in a related field or similar experience and/or certifications * 5+ years in IT service management with 2+ years in a leadership role Skills and Qualifications: * Strong technical background with hands-on AWS cloud experience, including Lambda, DynamoDB, API Gateway, and CloudWatch * Deep expertise in ServiceNow, including API development, scripting, and implementation of ServiceNow AI capabilities * Proficiency in Python and serverless architectures, with solid understanding of DevOps and software deployment processes for automation * Proven experience with root cause analysis and problem management methodologies, aligned with ITIL change management best practices * Experience using infrastructure monitoring tools such as Dynatrace for post-deployment validation, health monitoring, and change impact analysis * Excellent troubleshooting, analytical, and communication skills, with the ability to engage effectively across technical and business stakeholders Visa sponsorship not available for this role
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