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Senior Technical Consultant - ServiceNow (ITSM)

$145K - $175K/yr

As a ServiceNow Senior Technical Consultant, you will utilize your extensive ServiceNow knowledge ... Mastery in at least one ServiceNow suite (ITSM preferably) * Strong skills integrating ServiceNow ...

Apex Informatics

ITSM Service Delivery

Service Level and Availability Management - ITSM Service Delivery Overview: The Global Hosting ... within the Business Units, and Senior Leadership. The ideal candidate will be comfortable ...

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$80.3K

$163.5K

How much do senior itsm jobs pay per year?

As of Jun 29, 2026, the average yearly pay for senior itsm in the United States is $80,287.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,500.00 and $103,000.00 per year, depending on experience, location, and employer.

What is a Senior ITSM?

A Senior ITSM (Information Technology Service Management) professional is an experienced specialist responsible for overseeing and improving IT service delivery within an organization. They manage IT processes and workflows, implement ITSM frameworks like ITIL, and ensure services align with business needs. Senior ITSMs often lead teams, coordinate incident and problem management, and drive continual service improvement. Their role is crucial in maintaining high-quality IT services and supporting organizational objectives.

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

To excel as a Senior ITSM (IT Service Management) professional, you need deep knowledge of ITIL frameworks, experience with service delivery, and a relevant degree or certifications such as ITIL Expert or Practitioner. Familiarity with ITSM tools like ServiceNow, BMC Remedy, or Jira Service Management is typically required. Strong leadership, problem-solving, and communication skills set top performers apart in this role. These skills and qualifications are crucial for ensuring efficient IT service operations, continuous process improvement, and alignment of IT services with business needs.

What is the difference between Senior Itsm vs It Support Specialist?

AspectSenior ItsmIt Support Specialist
CertificationsITIL, CompTIA, or similarCompTIA A+, HDI Support Center
Work EnvironmentEnterprise IT teams, service managementHelp desks, technical support centers
ResponsibilitiesOverseeing ITSM processes, improving service deliveryHandling user issues, troubleshooting hardware/software

Senior Itsm roles typically involve managing IT service management processes and strategic improvements, requiring advanced certifications. In contrast, It Support Specialists focus on direct user support and issue resolution. While both roles require technical knowledge, Senior Itsm positions emphasize process optimization and leadership within enterprise environments, whereas It Support Specialists are more hands-on with daily technical support tasks.

How does a Senior ITSM professional typically collaborate with cross-functional teams to drive service improvements?

A Senior ITSM professional often works closely with various departments, such as operations, development, and security, to identify and implement service improvement initiatives. They facilitate regular meetings, gather input from stakeholders, and use ITSM frameworks like ITIL to standardize processes. By fostering open communication and leveraging data-driven insights, they ensure that service delivery aligns with business goals and user needs. This collaborative approach helps resolve incidents efficiently and proactively reduces future risks.
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Senior Itsm jobs near you
Infographic showing various Senior Itsm job openings in the United States as of June 2026, with employment types broken down into 25% Full Time, 25% Temporary, and 50% Contract. Highlights an 78% Physical, 6% Hybrid, and 16% Remote job distribution, with an average salary of $80,287 per year, or $38.6 per hour.
Senior Manager, ITSM Operations & Service Resiliency

Senior Manager, ITSM Operations & Service Resiliency

Vangard, Inc.

Charlotte, NC

Full-time

Posted 4 days ago

Key responsibilities

  • Lead a global team responsible for incident management, problem management, and change coordination, ensuring consistent execution and operational readiness.

  • Oversee major incident response, including real-time coordination across technical and business teams to restore service as quickly as possible.

  • Oversee enterprise change management, including planning, scheduling, approvals, and conflict resolution to minimize production risk.

Job description

Summary:

At Vanguard, technology resiliency and operational excellence are critical to how we serve our clients and crew. We're looking for a Senior Manager, ITSM Operations & Service Resiliency to lead a high-impact team responsible for keeping our systems stable, reliable, and continuously improving.

In this role, you'll lead enterprise efforts across major incident response, problem management, and change enablement, ensuring issues are resolved quickly, risks are minimized, and long-term fixes are put in place.

Responsibilities:

  • Lead a global team responsible for incident management, problem management, and change coordination, ensuring consistent execution and operational readiness

  • Oversee major incident response, including real-time coordination across technical and business teams to restore service as quickly as possible

  • Act as a central point of leadership during high-impact incidents, facilitating incident bridges, driving decisions, and ensuring clear communication to stakeholders and senior leadership

  • Lead root cause analysis and follow-up actions, ensuring issues are fully understood and addressed to prevent recurrence

  • Identify patterns and trends across incidents and changes, connecting insights across ITSM domains to reduce risk and improve overall service reliability

  • Oversee enterprise change management, including planning, scheduling, approvals, and conflict resolution to minimize production risk

  • Partner with engineering and delivery teams to strengthen release readiness, change quality, and system resiliency

  • Use operational insights to drive improvements across processes, tooling, and team capability, reducing downtime and improving system stability

  • Define and track key metrics related to service health, incident response, and change performance

  • Foster a culture of accountability, continuous learning, and operational excellence across the team

Qualifications:

  • Undergraduate degree in a related field or the equivalent combination of training and experience

  • Minimum eight years related IT experience, including five years in technology operations, IT Service Management, or related disciplines

  • 5+ years of leadership experience, including managing teams and/or managers

  • Experience leading incident, problem, and/or change management in a large-scale, production environment

  • Proven ability to operate in high-pressure, real-time situations

  • Strong leadership experience, including managing teams and/or managers

  • Familiarity with ITSM frameworks (e.g., ITIL)

  • Ability to influence across teams and communicate clearly with stakeholders, including leadership

  • Experience working in complex technology environments (infrastructure, applications, cloud)

Preferred Qualifications:

  • Experience improving operational processes or resiliency programs

  • Familiarity with tools like ServiceNow, Jira, or similar

  • Interest in using automation or AI to improve workflows

What Success Looks Like:

  • Fast, coordinated response to high-impact incidents

  • Fewer repeat issues through strong root cause resolution

  • Smooth, low-risk technology changes

  • Improved system stability and visibility into performance

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission-we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.

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