Sr. Manager, IT Service Management (ITSM)

$128,900 - $239,300/Yr

Genesys

Full-time - Senior

Remote

5,001-10,000 employees

Fabricated Metal Product Manufacturing

About the position

The Senior Manager, IT Service Management (ITSM) will lead and mature the ITSM function within Genesys, focusing on implementing best practices to enhance IT operations and service delivery. This role involves product development and executing ITSM strategy in collaboration with engineering and operations teams, ensuring that service management processes are optimized for efficiency and compliance while improving user experience.

Responsibilities

• Establish and lead the ITSM strategy from inception, designing processes, policies, and frameworks that align with IT and business objectives.
• Lead a small team to oversee the product backlog for Service integration and customization, ensuring effective support for ITSM objectives.
• Define and implement ITSM processes (e.g., Incident, Problem, Change, Asset, and Service Request Management) in alignment with ITIL best practices.
• Collaborate with IT operations, security, and engineering teams to ensure well-integrated ITSM processes across the organization.
• Establish metrics to monitor ITSM effectiveness and identify opportunities for process improvement.
• Ensure ITSM practices adhere to regulatory requirements and organizational policies, creating governance frameworks that enforce accountability and service standards.
• Build and lead an ITSM-focused team, providing direction, coaching, and support.

Requirements

• 6+ years in IT service management roles with a strong track record of establishing and optimizing ITSM frameworks within enterprise environments.
• Proven experience in implementing and managing Service, including customization and workflow development to support ITSM processes.
• Deep understanding of ITSM principles, ITIL frameworks, and their impact on IT operations and service delivery.
• 3+ years of experience managing ITSM teams or leading cross-functional IT initiatives.
• Ability to assess service management data and identify trends, gaps, and opportunities for improvement.
• Bachelor's degree in Information Technology, Computer Science, or a related field.

Nice-to-haves

• ITIL certification (v3 or v4) or other ITSM-related certifications.
• Experience in change management and governance for large IT environments.
• Familiarity with agile methodologies and their application to ITSM.

Benefits

• Medical, Dental, and Vision Insurance
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments