ACL Digital · 6 hours ago
Information Technology Service Management Manager
Massachusetts, United States
Contract
Onsite
Senior Level
$60/hr - $80/hrACL Digital is seeking an experienced ITSM Transformation Manager to lead the evolution of IT Service Management across the institution. This role involves driving ITSM maturity and modernizing service delivery while aligning IT services with the needs of a complex, decentralized environment.
Business IntelligenceCloud ComputingDevOpsHardwareInformation TechnologyInternet of ThingsMobile AppsRetail TechnologySaaSSoftware
Hiring Manager
Nishant Kumar
Responsibilities
Lead the ITSM transformation roadmap, aligning service management practices with institutional goals and industry best practices (ITIL)
Drive adoption and optimization of ITSM processes including Incident, Problem, Change, Request, Asset, and Configuration Management
Partner with IT leadership, business stakeholders, and cross-functional teams to improve service quality, efficiency, and user experience
Oversee implementation and enhancement of ITSM platforms (e.g., ServiceNow or similar)
Establish and track KPIs, SLAs, and CSAT metrics to measure service performance and outcomes
Lead organizational change management efforts, including training, communication, and stakeholder engagement
Identify opportunities for automation, self-service, and continuous improvement
Serve as a trusted advisor on IT service governance, operating models, and best practices
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
Experience in IT Service Management, with a strong focus on ITSM transformation or large-scale initiatives
Hands-on experience with ITSM frameworks (ITIL v3/v4 strongly preferred)
Proven experience implementing or optimizing ITSM tools (ServiceNow preferred)
Strong stakeholder management, communication, and leadership skills
Experience working in large, complex, or decentralized organizations
Preferred
ITIL Certification (Intermediate, Expert, or Managing Professional)
Experience in higher education, research institutions, or public-sector environments
Strong background in process redesign, service strategy, and change management
Experience leading cross-functional teams without direct authority
Company
ACL Digital
ACL Digital is a design-led digital engineering and transformation firm.
Founded in 1992
1001-5000 employees
H1B Sponsorship
ACL Digital has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (38)
2024 (29)
2023 (26)
2022 (33)
2021 (20)
2020 (19)
Funding
Current Stage
Late StageLeadership Team
Srikanth Raghavan
Associate Vice President
Recent News
2025-11-28
Precedence Research
2025-11-28
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