IT Service Management (ITSM) Manager

Rackspace Technology is a leading provider of expertise and managed services across all major public and private cloud technologies. We have evolved our Fanatical Support to encompass the entire customer journey — providing an unmatched customer experience from the first consultation to daily operations. Our team of passionate experts combines proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.

We are seeking an experienced ITSM Manager to lead our IT Service Management team and drive continuous improvement of our IT professional services. In this role, you will be responsible for overseeing the implementation and operation of ITSM processes, tools, and practices aligned with ITIL frameworks. The ideal candidate will possess strong leadership capabilities, deep knowledge of ITSM principles, and the ability to foster a service-oriented culture, ensuring IT services consistently meet business needs and deliver value to our clients.

Responsibilities:

• Lead the development, implementation, and continuous improvement of ITSM processes across the IT organization.
• Manage the ITSM team, providing mentorship, guidance, and professional development.
• Oversee the performance of the Service Management Process to ensure tasks are executed accurately and on schedule.
• Establish and monitor service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs).
• Maintain all ITSM process documentation in line with changes in the organization.
• Drive the implementation and maturity of ITIL processes including incident, problem, change, release, and knowledge management.
• Create and maintain the service catalog with accurate service definitions.
• Lead service review meetings with business stakeholders and IT service owners.
• Develop IT service continuity management strategies.
• Establish and chair Change Advisory Boards (CABs) to ensure governance of changes.
• Analyze service performance metrics for process optimization.
• Collaborate with IT leaders to align ITSM practices with business objectives.
• Develop service reporting frameworks to communicate performance to stakeholders.
• Build relationships with business units to understand service requirements.
• Lead major incident reviews and ensure effective problem management practices.
• Ensure compliance with relevant regulations and standards in ITSM processes.
• Develop and maintain ITSM documentation, policies, and procedures.

Requirements:

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• 8+ years of IT Service Management experience in process design and execution, with a focus on continual service improvement.
• 3+ years of management experience leading ITSM teams.
• ITIL Expert or ITIL 4 Managing Professional certification is required.
• Proven experience implementing and maintaining ITSM processes aligned with ITIL framework.
• Strong knowledge of ITSM tools and platforms (e.g., ServiceNow, Jira Service Management).
• Experience with process improvement methodologies (Lean, Six Sigma).
• Familiarity with designing and implementing SLAs and service metrics.
• Strong understanding of cloud operations and infrastructure services.
• Excellent leadership, communication, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Experience managing IT services in regulated industries is a plus.
• Project management experience and/or certification (e.g., PMP, PRINCE2).

Additional Skills (Good to Have):

• Certifications such as COBIT, ISO/IEC 20000, DevOps, or Agile.
• Knowledge of enterprise architecture and service design principles.
• Experience with service integration and management (SIAM) frameworks.
• Background in IT governance and compliance frameworks.
• Understanding of business process management (BPM) methodologies.
• Experience with major ITSM transformations or tool implementations.