Manager of IT Service Management

@ STAND 8 Technology Consulting

About the Role

The Manager of IT Service Management at STAND 8 Technology Consulting leads incident and change management functions for a global enterprise in the media and entertainment industry. The role is strategic and hands-on, driving operational excellence, service reliability, and process maturity across IT Service Management disciplines.

Key Responsibilities

• Manage ITSM Incident and Change teams and operations.
• Own and align ITSM strategy with organizational goals.
• Oversee incident, change, and root cause analysis processes.
• Collaborate with engineering, operations, and executive stakeholders.
• Monitor ITSM metrics and drive continuous process improvements.

Required Experience & Qualifications

• 10+ years in IT Service Management with leadership experience.
• Proven track record in managing high-performing ITSM teams.
• Strong ITIL framework knowledge and incident/change management skills.
• Experience in complex, media-driven, fast-paced environments.
• Excellent communication and stakeholder engagement abilities.

Preferred Qualifications

• ITIL v4 certification and background in problem management.
• Familiarity with cloud operations and automation initiatives.
• Experience with vendor coordination and enterprise ITSM platforms.

Additional Details

This project is remote commutable within Los Angeles, New York City, or Orlando. The base salary range is $140,000 - 175,000 annually, determined by role, level, and location. Benefits include medical, dental, vision, 401(k), and more.

Key skills/competency

ITSM, Incident Management, Change Management, ITIL, Leadership, RCA, Process Improvement, Global Operations, Service Reliability, Communication