Manager IT Service Management ITSM

Why Ryan

• Hybrid Work Options

• AwardWinning Culture

• Generous Personal Time Off (PTO) Benefits

• 14Weeks of 100 Paid Leave for New Parents (Adoption Included)

• Monthly Gym Membership Reimbursement OR Gym Equipment Reimbursement

• Benefits Eligibility Effective Day One

• 401K with Employer Match

• Tuition Reimbursement After One Year of Service

• Fertility Assistance Program

• FourWeek CompanyPaid Sabbatical Eligibility After Five Years of Service

Duties and responsibilities as they align to Ryans Key Results:

Leadership and Strategy

• Contributes to the development and of ITSM strategy ensuring alignment with organizational goals ITIL best practices and the capabilities of Ryans SM platform Ivanti.
• Leads and develops the ITSM team fostering collaboration accountability and professional growth.
• Acts as the organizational expert on Ivanti advising senior leadership on process optimization system capabilities and future enhancements.
• Establishes and monitors KPIs SLAs and OLAs to measure ITSM performance and identify improvement opportunities.
• Collaborates on the ITSM roadmap focusing on delivering new Ivanti modules tools and integrations to enhance service management.

Operational Management

• Leads the implementation configuration and management of ITSM processes within Ivanti including Incident Problem Change Service Request and Knowledge Management.
• Ensures Ivanti is optimized to meet business needs maintaining performance usability and scalability.
• Collaborates with IT and business leaders to define SLAs and OLAs supported by Ivanti workflows.
• Manages the ITSM application backlog within tools like Ivanti Microsoft DevOps or Jira prioritizing tasks based on business impact.
• Assists with incident resolution efforts leveraging Ivantis capabilities for effective communication tracking and root cause analysis.
• Ensures ITSM process documentation is updated and accessible meeting compliance and audit requirements.

Collaboration and Communication

• Serves as the primary liaison between the ITSM team IT departments and business units ensuring that Ivanti solutions align with organizational needs.
• Partners with stakeholders to gather prioritize and translate requirements into actionable Ivanti configurations and workflows.
• Works with QA/UAT teams to validate Ivanti configurations ensuring robust testing and alignment with business outcomes.
• Provides regular updates to senior leadership on Ivantis performance system usage and improvement opportunities.
• Champions Ivantis userfocused capabilities ensuring tools and processes deliver an intuitive experience for endusers and IT staff.

Education and Experience:

• Bachelors Degree in IT Business Administration Computer Science or a related field preferred.
• 7 years of experience in ITSM or IT operations roles with 3 years in a leadership or managerial capacity.
• Demonstrated expertise with Ivanti ITSM platforms including system configuration administration and process optimization.
• Proven track record of implementing and managing ITSM processes with a strong understanding of ITIL frameworks; ITIL Intermediate or Expert certification strongly preferred.
• Experience in managing complex ITSM projects including migration or consolidation efforts with Ivanti experience as a significant advantage.

Technical and Computer Skills:

• Advanced proficiency in Ivanti ITSM modules (Incident Problem Change Asset Service Catalog etc. with experience in customization and workflow development.
• Strong understanding of ITIL processes and their implementation within Ivanti or similar platforms.
• Skilled in project management tools such as Microsoft Project Azure DevOps or Jira.
• Experience with reporting and analytics within Ivanti including dashboards KPIs and SLA tracking.
• Ability to evaluate complex technical and business requirements to deliver scalable Ivanti solutions.

Certificates and Licenses:

• ITIL Foundation Certification required; ITIL Intermediate or Advanced certifications strongly preferred.
• Ivanti certifications such as Ivanti Certified Administrator or Ivanti Service Manager are highly desirable.
• PMP or equivalent certification is a plus.

Supervisory Responsibilities:

• Directly manages the ITSM team including analysts and administrators with a focus on Ivanti expertise.
• Provides coaching and feedback to team members ensuring continuous learning and professional growth in ITSM and Ivantispecific skills.
• Allocates resources and sets priorities to ensure timely delivery of ITSM projects and support activities.

Work Environment:

• Standard office environment; hybrid or remote work options may be available.
• Occasional afterhours work may be required to address critical ITSM events or deployments.
• Regular collaboration with internal teams vendors and senior leadership.

Compensation:

• For certain California based roles the base salary hiring range for this position is $136000.00 $186780.00
• For other California based roles the base salary hiring range for this position is $125000.00 $171270.00
• For Colorado based roles the base salary hiring range for this position is $119000.00 $163460.00
• For Illinois based roles the base salary hiring range for this position is $125000.00 $171270.00
• For other Illinois based roles the base salary hiring range for this position is $119000.00 $163460.00
• For New York based roles the base salary hiring range for this position is $136000.00 $186780.00
• For other New York based roles the base salary hiring range for this position is $114000.00 $155650.00
• For Washington based roles the base salary hiring range for this position is $125000.00 $171270.00
• The Company makes offers based on many factors including qualifications and experience. Certain roles may be eligible for incentive compensation.

Equal Opportunity Employer: disability/veteran

#DICE