ITSM Manager - ServiceNow / ITIL / IT Operations

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.

In this role, you will oversee ITIL-aligned service management processes including Incident, Problem, Change, Request, Knowledge, Service Catalog, and CMDB management. You’ll partner closely with infrastructure, applications, security, and business stakeholders to ensure reliable, secure, and efficient IT services. Additional responsibilities include:

• 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

This is a hybrid role based in Portland, OR. Candidates should be local and comfortable working onsite multiple days per week.

Do you have experience in Stakeholder relationship building?, * 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
• Experience working in regulated or compliance-oriented environments is highly preferred
• ITIL certifications are a plus

Authorization to work in the US is a precondition of employment - we do not sponsor work visas. Please NO Third-Party Applicants.

5.05.0 out of 5 stars United States Hybrid work $160,000 a year

Our client is a well-established organization with a strong focus on operational excellence, technology modernization, and delivering reliable enterprise services. This team values collaboration, continuous improvement, and building scalable operational processes that support business growth and employee experience.

WHY ProFocus:

Candidates come first. ProFocus is a nine-time winner of Best in Staffing for Client & Talent Satisfaction.

Quality process. We invest the time to understand your background and career goals. We only introduce you to opportunities that are the right fit.

Access to hiring managers. We have close relationships with some of the most respected local companies, from small businesses to Fortune 500 companies. These relationships give is access to roles that may not be available anywhere else.