Experienced IT Service Manager for Remote ITSM and ServiceNow Leadership Role

Transforming IT Service Management with Workwarp

At Workwarp, we're revolutionizing the way businesses operate by harnessing the power of technology and innovative IT service management practices. As a leader in the industry, we're seeking an experienced IT Service Manager to join our team on a full-time, remote basis. If you're passionate about delivering exceptional IT services, driving process improvements, and leveraging cutting-edge technologies like ServiceNow and Zero Trust solutions, we want to hear from you.

About the Role

As our ideal candidate, you'll have a strong background in IT Service Management (ITSM), with a focus on managing ITSM-managed service providers and implementing ITIL processes. You'll be responsible for overseeing the delivery of quality IT services, driving strategic direction, and ensuring alignment with business objectives. With a deep understanding of ServiceNow ITSM and cloud operations, you'll be well-equipped to manage our ITSM-managed service provider, implement process enhancements, and drive continuous improvement.

Key Responsibilities

• Manage and oversee our ITSM-managed service provider to ensure the delivery of quality services according to agreed-upon service levels;
• Provide strategic direction and oversight for the design, development, operation, and support of ITSM processes that are aligned with business strategy;
• Implement and manage the ITSM ServiceNow platform enhancements and new requirements, driving process automation and efficiency;
• Collaborate with other departments to identify and prioritize IT service management requirements and develop effective service delivery strategies;
• Develop and implement IT service standards and policies to promote efficiency and effectiveness, ensuring alignment with industry best practices;
• Implement a continuous improvement program for IT service management delivery, driving innovation and excellence;
• Orchestrate and automate cloud-based platforms throughout the company, leveraging cloud operations knowledge and automation expertise;
• Handle incident management, problem management, and change management activities, ensuring timely resolution and minimal disruption;
• Maintain relationships with key stakeholders to ensure IT services align with their needs, driving satisfaction and trust.

Essential Qualifications

To succeed in this role, you'll need:

• 5+ years of experience in IT Service Management (ITSM), with a focus on managing ITSM-managed service providers;
• 5+ years of experience with ServiceNow ITSM, including implementation, configuration, and management;
• Experience implementing ITSM processes and standards, with a strong understanding of ITIL and its applications;
• Experience with network foundation and deploying Zero Trust solutions, driving security and compliance;
• Configuration and management experience with Cloud networking technologies, ensuring scalability and reliability;
• Experience with Cloud Operations with automation, driving efficiency and innovation;
• Bachelor's degree in Computer Science, Systems Engineering, or a related field.

Preferred Qualifications

While not essential, the following qualifications will give you a competitive edge:

• Experience with SNOW Admin, including configuration and management;
• Knowledge of cruise industry or related experience, although not required.

Skills and Competencies

To excel in this role, you'll need:

• Strong leadership and management skills, with the ability to drive strategic direction and oversee IT service delivery;
• Excellent communication and collaboration skills, with the ability to work with stakeholders across the organization;
• Strong analytical and problem-solving skills, with the ability to drive continuous improvement and innovation;
• Technical expertise in ServiceNow ITSM, ITIL, and cloud operations, with a strong understanding of industry best practices.

Career Growth Opportunities and Learning Benefits

At Workwarp, we're committed to helping our team members grow and develop their skills. As an IT Service Manager, you'll have opportunities to:

• Develop your leadership and management skills, driving strategic direction and overseeing IT service delivery;
• Stay up-to-date with the latest technologies and industry best practices, driving innovation and excellence;
• Collaborate with other departments and stakeholders, driving cross-functional understanding and alignment.

Work Environment and Company Culture

As a remote team member, you'll enjoy the flexibility and autonomy of working from anywhere. At Workwarp, we value:

• Collaboration and teamwork, driving innovation and excellence;
• Continuous learning and development, supporting the growth and success of our team members;
• Flexibility and work-life balance, recognizing the importance of personal and professional well-being.

Compensation and Benefits

We offer a competitive salary of up to $120,000 per year, depending on experience. Our benefits package includes:

• A comprehensive compensation package, recognizing your skills and experience;
• Opportunities for career growth and development, driving long-term success;
• A flexible and autonomous work environment, supporting work-life balance and personal well-being.

Join Our Team

If you're a motivated and experienced IT Service Manager looking to drive IT service excellence and innovation, we want to hear from you. Apply now to join our team at Workwarp and take the next step in your career.

Don't miss this opportunity to transform IT service management with us!