Talent Groups · 5 hours ago
ITSM Transformation Program Manager
Massachusetts, United States
Contract
Onsite
Senior Level
$61/hr - $65/hr
7+ years expTalent Groups is seeking an ITSM Transformation Program Manager to drive the strategic transformation of IT service management for their client. This role involves managing complex cross-functional initiatives, enhancing service delivery, and improving user experience across the university.
IT Management
No H1B
U.S. Citizen Only
Responsibilities
Partner with the Associate Director of ITSM to develop comprehensive strategic roadmaps for ITSM transformation aligned with the client's objectives
Translate strategic objectives into actionable program plans, workstreams, and measurable outcomes across all ITSM domains
Lead organizational change management to drive adoption of new processes and capabilities across the university
Develop business cases and investment proposals for ITSM initiatives, including resource requirements, expected benefits, and success metrics
Build and maintain relationships with executive stakeholders and decision-makers across the client and the university
Support development of scalable, business-aligned service rate models to facilitate program growth and stakeholder adoption
Lead execution of complex ITSM transformation initiatives from conception through implementation, managing dependencies, risks, and delivery timelines
Coordinate with implementation partners and technical teams to ensure successful delivery of platform capabilities and integrations
Drive maturation of ITSM practices across all process areas, ensuring alignment with ITIL best practices
Establish Strategic Portfolio Management capabilities including Demand Management, resource planning, and capacity planning to improve strategic alignment
Develop comprehensive policies, standards, and governance frameworks for ITSM practices to enable data-driven service delivery
Establish KPIs, dashboards, and reporting frameworks; analyze performance data to identify improvement opportunities
Champion adoption of automation and self-service capabilities to improve efficiency and enhance user experience
Foster collaboration across ITSM teams, process owners, service owners, and the client leadership to drive program alignment
Lead cross-functional working groups and advisory committees for ITSM decision-making and governance
Partner with schools, administrative units, and service delivery teams to drive adoption and standardization of ITSM practices
Coordinate with Information Security, Risk Management, and Compliance teams to ensure integrated approaches
Present program updates, recommendations, and strategies to executive leadership and governance bodies
Facilitate alignment between Strategic Portfolio Management, Demand Management, and operational service delivery
Stay current with ITSM industry trends, emerging technologies, and best practices
Provide thought leadership on ITSM maturity, service management frameworks, and operational excellence
Identify and evaluate emerging approaches to enhance ITSM capabilities
Contribute to knowledge sharing and professional development across the ITSM organization
Represent the client in external ITSM communities, conferences, and professional organizations
Perform additional responsibilities as assigned to support the mission and objectives of the IT Service Management and Client Services organization
Qualification
Required
Bachelor's degree in Information Technology, Business Administration, or related field
Minimum of 7 years of progressive experience in IT Service Management, with at least 3 years leading complex ITSM programs
ITIL v4 Foundations Certification (or equivalent)
Experience with ServiceNow or similar ITSM platforms
Demonstrated experience leading cross-functional, enterprise-level transformation initiatives with measurable outcomes
Proven ability to operate independently and drive strategic initiatives with minimal oversight
Comprehensive knowledge of ITSM processes and frameworks
Track record of executive stakeholder engagement and influencing organizational change
Excellent program management skills with ability to manage multiple complex initiatives simultaneously
Experience translating strategic vision into executable roadmaps and work plans
Preferred
Master's degree in relevant field
10+ years of experience in IT Service Management with 5+ years leading strategic ITSM programs
Advanced ITIL certifications (ITIL Managing Professional, ITIL Strategic Leader, or Expert level)
ServiceNow certifications (e.g., Certified Implementation Specialist, ITSM Professional)
Project management certification (e.g., PMP, PRINCE2, or Agile/Scrum certifications)
Experience implementing ITSM programs across multiple practice areas
Understanding of Demand Management, resource planning, and capacity management practices
Experience with higher education IT environments and decentralized organizational structures
Experience with organizational change management methodologies (e.g., ADKAR, Prosci)
Demonstrated success driving ITSM adoption across large, complex organizations
Excellence in executive communication, influence, and stakeholder management
Experience with data analytics, KPI development, and performance measurement frameworks
Experience coordinating with external implementation partners and vendors
Company
Talent Groups
Talent Groups delivers exceptional experiences by solving the toughest IT talent and technology challenges across all industries.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2018-07-01Acquired
Leadership Team
Matthew James Ripaldi
Chief Executive Officer
Recent News
2024-05-20
Company data provided by crunchbase