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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager, IT Service Management Office (Hybrid Schedule) - **Company:** Eversource Energy - **Location:** Westwood, MA, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Agile Methodology, Configuration Management Databases, IT Management, Enterprise Software Applications, Information Technology, Servicenow - **Published:** August 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=5ee5e992a5f703dc ## About the Role * Baccalaureate degree or equivalent, * 10 or more years of experience in IT and management with at least 3 years in a leadership role. * Strong knowledge of ITIL 4 framework; ITIL certification required * 5+ years of proven experience managing ServiceNow platform * Excellent leadership, communication, and stakeholder management skills. * Experience with process improvement methodologies (Lean, Six Sigma) is a plus. Licenses & Certifications: * ITIL certification required. * Lean Six Sigma certification preferred., Build trusting relationships Manage and develop people Foster teamwork and cross-functional collaboration Lead change Communicate strategic vision Create an engaged workforce Focus on the customer ## Description We have an exciting leadership role to join our IT Service Management Office. The Manager of the IT Service Management Office (SMO) and ServiceNow Platform is responsible for leading the organization's IT service management strategy, governance, and operations. This role oversees the design, implementation, and continuous improvement of ITIL-based processes, ensuring alignment with business objectives. Additionally, the manager owns the ServiceNow platform roadmap, administration, and optimization to deliver efficient, automated, and scalable IT services at Eversource., Service Management Office (SMO): * Establish and maintain IT Service Management (ITSM) governance, policies, and standards. * Drive adoption and maturity of ITIL processes (Incident, Problem, Change, Request, Knowledge, Event, CMDB, Asset, BCM, SPM, APM, TPM and other processes). * Monitor and report on ITSM performance metrics and KPIs to ensure service quality and compliance from managed services and internal IT services. * Collaborate with business and IT stakeholders to align service management practices with organizational goals. * Lead continual service improvement initiatives across IT services. * Manager of service management team and managed services vendors. * Provide storm and emergency response services. ServiceNow Platform Management: * Own the ServiceNow platform strategy, roadmap, and lifecycle management. * Oversee platform administration, configuration, and integration with other enterprise systems. * Ensure platform stability, security, and compliance with organizational standards. * Manage ServiceNow development team and coordinate enhancements, upgrades, and new module implementations. * Evaluate and implement automation opportunities to improve IT service delivery utilizing an Agile methodology. Leadership & Core Competencies: * Manage and mentor a team of ITSM professionals and ServiceNow developers/administrators. * Partner with IT leadership to align SMO objectives with enterprise IT strategy. * Act as a key liaison between IT operations, business units, and vendors. * Strategic thinking and ability to align IT services with business needs. * Strong analytical and problem-solving skills. * Ability to lead cross-functional teams and drive organizational change. * Vendor and contract management experience. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [ShapeShift: Reinventing Agile for a B2B SaaS Scale-Up](https://www.wearedevelopers.com/videos/1655-shapeshift-reinventing-agile-for-a-b2b-saas-scale-up) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [From Punch Cards to AI-assisted Development](https://www.wearedevelopers.com/videos/611-from-punch-cards-to-ai-assisted-development) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Should Tech Managers Be Developers First? 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