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ProFocus Technology Logo ProFocus Technology · IT - Administration

Itsm Manager

United States, Portland 140000.00 - 170000.00 USD / Year · Job Posted June 01, 2026
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Job Description

We are seeking an experienced ITSM Manager to lead and mature an enterprise IT Service Management program for a large, complex operational environment. This is a highly visible leadership role responsible for driving operational excellence, service delivery performance, governance, and continuous improvement initiatives across the organization.

Job Responsibility

  • Oversee ITIL-aligned service management processes including Incident, Problem, Change, Request, Knowledge, Service Catalog, and CMDB management
  • Partner closely with infrastructure, applications, security, and business stakeholders to ensure reliable, secure, and efficient IT services
  • Managing enterprise ITSM tools such as ServiceNow, Ivanti, or Jira Service Management
  • Leading SLA/OLA performance management and operational reporting initiatives
  • Driving continuous improvement, automation, and service maturity efforts
  • Supporting audit, compliance, and operational governance requirements
  • Leading cross-functional operational reviews, CAB meetings, and major incident coordination
  • Managing and mentoring ITSM-focused operational team members

Requirements

  • 7+ years of experience in IT Operations, Service Delivery, or ITSM environments
  • 3+ years leading enterprise ITSM processes and platforms at scale
  • Strong experience with ITIL-based service management practices
  • Experience with ServiceNow, Ivanti, Jira Service Management, or similar ITSM platforms
  • Hands-on experience with Incident, Change, Problem, Request, Knowledge, and CMDB management
  • Experience creating operational dashboards, KPIs, SLA reporting, and service metrics
  • Strong communication, stakeholder management, and leadership skills

Nice to have

  • Experience working in regulated or compliance-oriented environments is highly preferred
  • ITIL certifications are a plus
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