AVP, ITSM Manager

The ITSM Manager, is responsible for governing and driving excellence across the organization’s core ITSM processes—including Change Management, Incident Management, Problem Management, and the Root Cause Analysis (RCA) program.

This role works closely with all parts of the organization, including Infrastructure, Cloud, Security, Applications, and Business Units, to ensure stable, reliable IT services and disciplined operational processes. The ITSM Manager provides both leadership and coordination to reduce service disruptions, improve service availability, and ensure high-quality execution of IT changes and operational activities.

What You Will Do:

Change Management

• Own and manage the end-to-end Change Management process across the enterprise.
• Review and validate Requests for Change (RFCs) for risk, impact, testing, back-out plans, and communication requirements.
• Facilitate and chair Change Advisory Board (CAB) and emergency change approvals (ECAB).
• Maintain the Forward Schedule of Change (FSC) and ensure conflicts, maintenance windows, and business impacts are managed.
• Drive adherence to the Change Management policy and ensure continuous improvement of process maturity.
• Track and report on key change KPIs: success rate, failure rate, emergency changes, and process compliance.

Incident Management

• Act as the Incident Manager during major or critical incidents to restore services quickly and minimize business impact.
• Coordinate IT teams, vendors, and business stakeholders during high-severity events.
• Ensure timely communication and status updates to leadership and impacted teams.
• Validate that incidents are properly categorized, prioritized, and documented.
• Conduct post-incident reviews and ensure follow-up actions are completed.

Problem Management

• Own the Problem Management lifecycle, including problem detection, logging, analysis, and resolution.
• Identify recurring incidents and drive creation of Problem Records and Service Improvement Plans.
• Maintain and improve the Known Error Database (KEDB) to support faster incident resolution.
• Work with engineering and operations teams to implement long-term fixes that reduce MTTR and recurring issues.

Root Cause Analysis (RCA) Program

• Lead and facilitate structured root cause analysis sessions using methodologies such as 5 Whys, Ishikawa (Fishbone), and Fault Tree Analysis.
• Ensure RCAs are documented with clear corrective and preventive actions, owners, and timelines.
• Track long-term corrective actions to completion and validate effectiveness.
• Present RCA findings to senior leadership and partner teams in a clear, actionable format.

What You Will Have:

• Bachelors Degree.
• 7+ years of experience in IT Service Management or IT Operations.
• Strong understanding of ITIL frameworks, particularly Change, Incident, and Problem Management.
• Experience facilitating CAB meetings and managing change processes in complex environments.
• Excellent communication and stakeholder management skills; able to work across all levels of the organization.
• Ability to lead high-pressure major incident calls and coordinate multiple technical teams.
• Strong analytical abilities with experience identifying trends and root causes.
• Hands-on experience with ITSM tools (ServiceNow, Jira Service Management, Freshworks, etc.).
• Demonstrated ability to build relationships across Infrastructure, Security, Applications, and Business teams.

Preferred Qualifications:

• ITIL v4 Foundation (required); ITIL Managing Professional preferred.
• Experience with cloud environments (AWS, Azure, M365) and hybrid infrastructures.
• Experience working in regulated industries such as insurance or financial services.
• Knowledge of DevOps, CI/CD, and change automation practices.

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