Manager, IT Service Management Office at Eversource Energy

Berlin, Connecticut, United States

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

NoVisa

Energy, Utilities, TechnologyIndustries

Requirements

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)
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

Responsibilities

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
Manage service management team and managed services vendors
Provide storm and emergency response services
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
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

Skills

Key technologies and capabilities for this role

ITILServiceNowITSMIncident ManagementProblem ManagementChange ManagementRequest ManagementKnowledge ManagementEvent ManagementCMDBServiceNow AdministrationIT Governance

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

Eversource offers a hybrid work schedule requiring employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor. All applicants must be able to work up to five days in the office if needed.

What key skills are required for this position?

The role requires expertise in ITIL-based processes including Incident, Problem, Change, Request, Knowledge, Event, CMDB, Asset, BCM, SPM, APM, TPM; ServiceNow platform management, administration, configuration, and integration; and Agile methodology for automation.

Does Eversource sponsor visas for this role?

Eversource will not offer immigration-related sponsorship for this position, including H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, or any work authorization requiring company involvement.

What does the team structure look like for this manager role?

The manager will lead the service management team and managed services vendors, as well as manage the ServiceNow development team.

What is the salary or compensation for this position?

This information is not specified in the job description.