ZipRecruiter

Log In

1

Itsm Manager Jobs (NOW HIRING)

HCLTech

ITSM Lead

Chicago, IL · On-site

$172K/yr

Manage stakeholders, training, and adoption across business & IT teams * Optimize ITSM tools ( ServiceNow ) with automation & workflow improvements * Establish governance frameworks, SLA/KPI tracking ...

2T Consulting

ITSM Process Consultant

Westerville, OH · On-site

Design, develop, and document IT Service Management (ITSM) processes, workflows, and governance models aligned with ITIL best practices. * Define and implement ITIL-based processes including Incident ...

Ci

ITSM Administrator

Austin, TX · On-site

Freshservice, Jira Service Management, Cherwell, Ivanti, TOPdesk Key Responsibilities * Administer, configure, and maintain the ITSM platform to ensure stability, performance, and reliability

JConnect Infotech

ITSM Lead

Atlanta, GA · On-site

Developing and improving ITSM processes like incident and change management * Monitoring service delivery to meet agreed-upon service levels and address issues promptly * Establishing metrics to ...

Vertex Solutions Inc.

ITSM ServiceNow Lead

Woodbridge, NJ · On-site

$54.50 - $75/hr

We are currently seeking a ServiceNow ITSM (Information Technology Service Management) lead that will play a critical role in driving the effectiveness, efficiency, and continuous improvement of ...

Stem Xpert

ITSM Project Manager

Bannockburn, IL

ITSM Project Manager Location: 100% onsite in Bannockburn, IL (northern Chicago). Duration: at least 8 months. Possibility of extension or temp to perm. Interviews: 1st will be over Skype with Unisys ...

CI Financial Careers

ITSM Administrator

Austin, TX · On-site

Freshservice, Jira Service Management, Cherwell, Ivanti, TOPdesk Key Responsibilities * Administer, configure, and maintain the ITSM platform to ensure stability, performance, and reliability

GDIT

ITSM Service Desk SME

Honolulu, HI · On-site

ITIL Processes, IT Service Management (ITSM), Service Desk Management Certifications: None Experience: 10 + years of related experience US Citizenship Required: Yes Advance how our customers operate ...

next page

Showing results 1-20

All JobsItsm Manager Jobs

Itsm Manager information

What does ITSM mean?

ITSM (Information Technology Service Management) refers to the implementation and management of IT services to meet business needs. An ITSM manager oversees processes like incident management, change management, and service delivery, often using frameworks such as ITIL to improve efficiency and customer satisfaction.

What are the key skills and qualifications needed to thrive as an ITSM Manager, and why are they important?

To thrive as an ITSM Manager, you need expertise in IT service management frameworks (such as ITIL), experience with process improvement, and a strong understanding of IT operations, often supported by a relevant degree and ITIL certification. Familiarity with ITSM platforms like ServiceNow, BMC Remedy, or Jira Service Management is typically required. Strong leadership, communication, and problem-solving skills set exceptional ITSM Managers apart by enabling them to drive change and coordinate cross-functional teams. These skills are vital for ensuring efficient IT service delivery, continuous improvement, and alignment with organizational goals.

What are the primary challenges an ITSM Manager faces when implementing new IT service processes across a large organization?

An ITSM Manager often encounters challenges such as resistance to change from staff, ensuring effective communication between IT and other business units, and aligning new processes with existing technology and workflows. Managing stakeholder expectations and providing adequate training are crucial to gaining buy-in and ensuring smooth adoption. Additionally, balancing the need for standardization with the flexibility required by different departments can be complex, requiring strong leadership and problem-solving skills.

What are the 5 stages of ITSM?

The five stages of ITSM (IT Service Management) typically include Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. These stages help ITSM managers and teams deliver and improve IT services aligned with business needs, often supported by frameworks like ITIL. Understanding these stages is essential for effective service management and process optimization.

Is ServiceNow an ITSM tool?

As an ITSM Manager, understanding that ServiceNow is a widely used IT Service Management (ITSM) platform is important. It provides tools for incident, problem, change, and asset management, and is often implemented by IT teams to streamline service delivery. Knowledge of ServiceNow can be a valuable skill for managing ITSM processes effectively.

What does an ITSM Manager do?

An ITSM (IT Service Management) Manager oversees the processes and teams that deliver IT services within an organization. They ensure that IT services are aligned with business needs, manage incident and problem resolution, and work to improve the quality and efficiency of IT operations. Responsibilities often include developing ITSM policies, monitoring service delivery performance, and leading service improvement initiatives. The ITSM Manager acts as a bridge between IT and other business units to support smooth operations and customer satisfaction.

What is the difference between Itsm Manager vs Service Desk Manager?

AspectItsm ManagerService Desk Manager
Primary FocusOversees IT service management processes, ensuring efficient delivery and complianceManages daily service desk operations, customer support, and incident resolution
CertificationsITIL, COBIT, PMP often preferredITIL, HDI certifications common
Work EnvironmentStrategic, process-oriented, cross-departmentalOperational, customer-facing, team management
Industry UsageIT service providers, large enterprisesIT support centers, corporate IT departments

While both roles focus on IT service delivery, the Itsm Manager has a broader, process-driven role overseeing overall IT service management strategies. The Service Desk Manager concentrates on daily support operations and customer interactions. Understanding these differences helps in choosing the right career path or job focus.

What is ITSM and ITIL?

ITSM (Information Technology Service Management) is a set of processes and policies for delivering IT services effectively, often managed by an ITSM Manager. ITIL (Information Technology Infrastructure Library) is a widely adopted framework that provides best practices for ITSM to improve service quality and efficiency. Knowledge of ITIL principles and ITSM tools is valuable for ITSM Managers to optimize service delivery and support organizational goals.
More about Itsm Manager jobs
What cities are hiring for Itsm Manager jobs? Cities with the most Itsm Manager job openings:
What are the most commonly searched types of Itsm jobs? The most popular types of Itsm jobs are:
What states have the most Itsm Manager jobs? States with the most job openings for Itsm Manager jobs include:
What job categories do people searching Itsm Manager jobs look for? The top searched job categories for Itsm Manager jobs are:
Itsm Manager jobs near you
Infographic showing various Itsm Manager job openings in the United States as of June 2026, with employment types broken down into 50% Full Time, and 50% Part Time. Highlights an 50% In-person, and 50% Hybrid job distribution.
ITSM Lead

ITSM Lead

HCLTech

Chicago, IL • On-site

$172K/yr

Other

Medical, Dental, Vision, Life, Retirement, PTO

Posted 4 days ago

Job description

Position: ITSM Lead

Location:Chicago, Illinois Onsite/Hybrid/Remote

Experience: [10-35 Years]

Job Type: Full-time

Role Overview

We are hiring an experienced ITSM Lead to drive governance, service transition, and continuous improvement across enterprise IT operations.

Key Responsibilities:

  • Lead Service Transition & Risk Management ensuring smooth rollout of services
  • Manage stakeholders, training, and adoption across business & IT teams
  • Optimize ITSM tools (ServiceNow) with automation & workflow improvements
  • Establish governance frameworks, SLA/KPI tracking, and compliance standards
  • Drive continuous improvement initiatives using RCA & CSI practices
  • Monitor performance metrics and deliver executive dashboards
  • Design and standardize ITSM processes & documentation (Incident, Change, Problem)

Required Skills:

  • Strong ITIL / ITSM expertise
  • Hands-on experience with ServiceNow or equivalent tools
  • Exposure to governance, audit, compliance, and reporting
  • Strong stakeholder & communication skills

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

Compensation and Benefits

A candidate s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

Apply