Director of Service Management at Keeper

This role is responsible for the ownership and oversight of ServiceNow, process oversight, and governance of associated ITSM processes and SPM support, reporting to the VP of IT Infrastructure. The Director will manage ServiceNow Administration and Service Management teams, including blended internal and external MSP resources, and oversee ITSM and SPM modules for technical and business teams, as well as end-user operational processes. Key responsibilities include ensuring effective reporting for users and leadership, leading the Process Oversight and Governance Team to drive process improvement and education across the organization, and ensuring effective adoption and execution of ITSM processes for regulatory compliance. The position involves defining and enforcing enterprise-wide ITSM policies, procedures, and standards aligned with ITIL best practices, leading the Change Management function, and providing recommendations on complex processes and frameworks. Facilitating integration and processes supporting the CMDB, driving metrics creation and reporting for application availability and stability, and advocating for ITSM process adoption, alignment, and improvement are also crucial. The Director will meet with PMO and Business Stakeholders to ensure a stable and functional SPM module, be accountable for building and maintaining the Service Catalog, and ensure tooling supports operational and development needs through training and processes. Additionally, the role includes developing staff to meet organizational needs and Cloud capabilities, managing vendor relationships, platform administration, and licensing, managing cost centers with effective planning and tracking, and guiding professional services engagements.