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BlueScope North America · 2 days ago

IT Service Management Manager

Kansas City, MO

Full-time

Hybrid

Mid, Senior Level

3+ years exp

BlueScope North America is a leading manufacturer of building solutions with a commitment to quality and innovation. The IT Service Management Leader is responsible for the strategy, delivery, and support of ITIL-based services and the ServiceNow platform, overseeing service management processes and driving operational excellence across the North America region.

Consumer Goods

Responsibilities

Define and execute a vision for IT Service Management aligned with enterprise goals and regional needs

Lead the administration, configuration, and enhancement of the ServiceNow platform, including custom application development and integration

Oversee ITIL-based service management processes which would include Incident, Problem, Change, Request, Asset, Knowledge Management and other ITIL framework related areas

Ensure consistent and high-quality service delivery across all ITSM functions

Build, lead, and mentor a high-performing team of ITSM professionals and ServiceNow developers

Drive initiatives from concept to completion, including change management, stakeholder engagement, and performance tracking

Partner with Infrastructure, End User, Networking, Cybersecurity and other business teams to ensure seamless integration and alignment with business goals

Develop and maintain service level agreements (SLAs), key performance indicators (KPIs), and reporting dashboards

Manage the budget for the ITSM team and make recommendations for future budget forecasting and planning needs

Qualification

ITIL frameworkServiceNow platformIT Service ManagementCustom application developmentPeople managementProject ManagementITIL certificationServiceNow certificationsChange managementCollaboration

Required

Bachelor's degree in Technology, Computer Science, or a related field

3-5 years of experience in IT Service Management and ServiceNow platform administration

3+ years of direct people management experience, leading ITSM or application development teams

Strong understanding of ITIL framework and service management best practices

Experience with custom application development and scripting within ServiceNow

Demonstrated ability to coordinate with compliance, legal, and cybersecurity stakeholders to ensure operational practices align with regulatory obligations and audit readiness