Job Description

The ITSM Manager owns IT Service Management governance for the Mosaic Infrastructure Managed Services engagement, a multi-country environment covering roughly 60 sites across the United States, Canada, Brazil, Peru, and Paraguay. This role is accountable for the health, consistency, and continuous improvement of the account's ITSM processes - incident, request, change, problem, release, knowledge, and configuration management - and for the governance cadence with the client, including SLA performance reporting and service review meetings. The ITSM Manager leads the Tower A process team and works across every delivery tower to ensure processes are followed consistently and measurably improve service quality over time.

Responsibilities

• Own the design, governance, and continuous improvement of ITSM processes across the account: incident, request fulfillment, change, problem, release, knowledge, and configuration management.
• Lead and develop the Tower A process team, including the Change Manager (who also carries Problem and Release Management) and Incident Manager, setting priorities and reviewing process performance.
• Own SLA and KPI measurement and reporting for the engagement, producing accurate, timely service performance reporting for internal leadership and client stakeholders.
• Chair or coordinate the service governance cadence with the client, including weekly/monthly operational reviews and quarterly business reviews, in partnership with the Service Delivery Manager.
• Own the ITSM platform configuration roadmap (ServiceNow or equivalent) for the account, partnering with platform administrators to implement workflow, catalog, and reporting improvements.
• Ensure process compliance across all delivery towers (Network, End-User Computing, Data Center & Cloud, shared NOC), identifying and remediating gaps in adoption or execution.
• Drive continuous improvement initiatives based on trend analysis of incidents, requests, changes, and problems, quantifying impact where possible.
• Own knowledge management standards, ensuring runbooks, known errors, and support documentation are current and usable by the Service Desk and resolver teams.
• Coordinate major incident management governance, ensuring post-incident reviews are completed and actions tracked to closure.
• Support audits and compliance activities related to ITSM processes, ensuring documentation and approvals are complete and traceable.
• Serve as an escalation point for process disputes or cross-tower coordination issues.
• Partner with client process owners on joint process alignment, including intake from the client's own governance and process improvement initiatives.

Skills and Experience

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent professional experience.
• 5+ years of experience in IT Service Management, including at least 2 years managing ITSM processes or process teams.
• Deep working knowledge of ITIL practices across the service lifecycle.
• Demonstrated experience owning SLA/KPI reporting and presenting service performance to client or executive stakeholders.
• Experience administering or governing an enterprise ITSM platform (ServiceNow or equivalent).
• Experience leading process teams and driving measurable continuous improvement.
• Strong analytical skills, including trend analysis of operational data.
• Strong verbal and written communication skills in English; comfortable presenting to client leadership.

Preferred Qualifications

• ITIL 4 Managing Professional or equivalent advanced ITIL certification.
• Experience in a managed services or outsourced IT delivery environment supporting enterprise clients.
• Experience operating ITSM governance across a multi-country or multi-region environment.
• Familiarity with ServiceNow reporting and Performance Analytics.
• Bilingual English/Spanish or English/Portuguese a plus.

Technical Skills & Tools

• ITSM platforms (ServiceNow or equivalent) - process configuration, catalog, and reporting.
• SLA/KPI reporting and dashboarding tools (ITSM native reporting, Excel, Power BI).
• Process documentation and improvement methodologies (ITIL, Lean, or similar).
• Presentation tools for governance forums (PowerPoint).