ITIL Operations Manager

The ITSM Manager is responsible for the design, implementation, and ongoing operation of ITIL-based Incident and Change Management processes. This leader ensures operational stability, drives continuous improvement, and partners with technical and business stakeholders to promote standardized service management practices across the IT organization

Job Summary

Incident Management

• Lead and mature the end-to-end Incident Management process to ensure timely resolution of service disruptions.
• Oversee major incident response, including mobilizing cross-functional teams, communicating status updates, and ensuring proper root cause analysis and post-incident reviews.
• Monitor incident trends, identify recurring issues, and drive corrective and preventative actions.

Change Management

• Manage the Change Management lifecycle, including assessment, approval, scheduling, and governance of all IT changes.
• Chair the Change Advisory Board (CAB) and ensure changes follow standardized risk, impact, and dependency analysis.
• Reduce change-related incidents by improving change quality, documentation, and readiness activities.

KPI Management

• Define, track, and report on key performance indicators across Incident, Change, and Onboarding processes.
• Establish onboarding KPIs such as laptop delivery time, account creation time, and application access provisioning time, ensuring they align with organizational SLAs and user experience goals.
• Implement dashboards and reporting for KPI performance, trend analysis, and continuous improvement initiatives.
• Drive accountability by setting measurable targets and partnering with teams to achieve or exceed benchmarks.

Operational Leadership & Process Governance

• Define, maintain, and communicate ITIL process documentation, standards, and KPIs.
• Partner with Infrastructure, Applications, Security, and Service Desk teams to ensure process adherence and seamless operations.
• Implement dashboards and reporting for incident and change performance, service health, and SLA measurements.
• Drive continuous improvement initiatives aligned with industry best practices and organizational goals.

Stakeholder & Communication

• Act as the primary point of contact for IT leaders, business stakeholders, and vendors regarding incident and change activities.
• Deliver executive-level reporting that highlights trends, risks, and operational insights.
• Educate teams on ITIL best practices and promote a culture of disciplined service management.

HR Liaison & Onboarding

• Partner with HR and departmental leadership to support the onboarding of new employees, ensuring proper access provisioning, technology readiness, and orientation to ITSM processes, tools, and operational expectations.
• Monitor onboarding performance against defined KPIs and implement improvements to enhance employee experience.

Education and Experience

Minimum Education & Experience:

• 5+ years of experience in IT Service Management, IT Operations, or related fields.
• 5+ years in a leadership supervisory or managerial role.
• Strong knowledge of ITIL frameworks with hands-on Incident and Change Management experience.
• Experience running Major Incident bridges and Change Advisory Boards (CAB).
• Excellent communication, analytical, and stakeholder management skills.

Preferred Education & Experience (optional):

• Bachelor’s degree in Computer Science, Information Systems, or equivalent professional experience.
• Professional certifications such as ITIL Foundations or ITIL Service Delivery
• Experience with ITSM frameworks, HIPPA principles, and service delivery in regulated industries.