Manager – IT Service Management

CBIZ

. Lead and support ITIL-based service management practices within a mid-to-large organization .

Posted 9/17/2026full-timeRemote • Ohio • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ITIL-based service management practices, with a strong focus on Incident, Problem, Change, and Knowledge management processes. Proven ability to lead teams, facilitate training, and drive continuous improvement in service quality and performance metrics.

Highest-signal resume keywords

ITIL® 4 Foundation CertificationIncident ManagementProblem ManagementChange ManagementService Catalog Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITSM ProcessesKPI AnalysisSLA ReportingRoot Cause AnalysisOperational MetricsAgile SDLCTraditional SDLCPolicy DocumentationService Performance MetricsGovernance Routines

Soft Skills

LeadershipCollaborationFacilitationCommunicationProblem-Solving

Tools & Technologies

VSTSJiraDashboardsPerformance InsightsTraining Tools

Certifications & Qualifications

PMPAdvanced ITIL Certifications

Industry Keywords

Healthcare RegulationsService ManagementContinuous ImprovementStakeholder EngagementGovernance

Tech Stack

Tools & technologies

ITSMPMPSDLC

About the role

Key responsibilities & impact

Lead and support ITIL-based service management practices within a mid-to-large organization
Manage and continuously improve Incident, Problem, Change, Knowledge, Service Catalog, and related ITSM processes
Maintain ITSM policies, procedures, standards, and governance routines
Track, analyze, and report on KPIs, SLAs, OLAs, dashboards, and service performance metrics
Coordinate root cause analysis, process reviews, service reviews, and continual service improvement activities
Support cross-functional adoption of ITIL best practices with process owners and operational teams
Facilitate workshops, training sessions, and stakeholder forums
Use data, governance routines, and performance insights to drive improvements in service quality and reliability
Align service management practices with organizational priorities, risk considerations, audit requirements, and operational goals
Provide guidance and support to team members, process owners, and cross-functional contributors
Serve as an escalation point for service management issues, process exceptions, governance questions, and stakeholder concerns

Requirements

What you’ll need

Bachelor’s degree or equivalent experience required
At least 6 years of related experience required
Minimum 3 years of supervisory experience required
Degree in Information Technology, Computer Systems Analysis, or Management Information Systems preferred
PMP preferred
Demonstrated knowledge of healthcare industry regulations, policies, and procedures
Demonstrated knowledge and experience with business stakeholders and leaders, IT project planning, delivery, and execution using Traditional and Agile SDLC methodologies
Experience with VSTS, Jira, and/or other team/project collaboration tools
ITIL® 4 Foundation Certification required; advanced ITIL certifications preferred
Demonstrated success implementing, governing, and improving ITSM practices across mid-to-large, complex, or matrixed organizations
Strong experience with Incident, Problem, Change, Knowledge, Service Catalog, and continual improvement processes
Experience building and interpreting operational metrics, KPIs, SLAs, dashboards, and reporting
Strong analytical, problem-solving, and root cause analysis skills
Excellent facilitation, communication, training, and stakeholder engagement skills
Strong leadership, collaboration, prioritization, and time management abilities
Ability to work in and lead a team
Ability to formulate, document, and recommend new policies and procedures
Ability to travel as required by business
Ability to lift up to 50 lbs

Benefits

Comp & perks

Remote work arrangement
Opportunities for personal and professional growth
On-call availability may be required
Travel as required by business