Cynet Systems · 13 hours ago
ITSM Transformation Program Manager
Cambridge, MA
Full-time
Onsite
Senior Level
$60.93/hr - $65.93/hr
7+ years expCynet Systems is seeking an ITSM Transformation Program Manager to lead enterprise-wide IT Service Management transformation initiatives. This role involves aligning strategy, processes, and technology to enhance service delivery and operational excellence across the organization.
EmploymentRecruitingStaffing Agency
Responsibilities
Partner with ITSM leadership to develop strategic roadmaps aligned with organizational objectives
Translate strategic goals into actionable program plans, workstreams, and measurable outcomes
Lead organizational change management to drive adoption of ITSM processes and capabilities
Develop business cases and investment proposals, including resource needs, benefits, and success metrics
Manage complex ITSM transformation initiatives from conception through implementation
Coordinate with implementation partners and technical teams to deliver platform capabilities and integrations
Drive maturity of ITSM practices across all process areas in alignment with ITIL best practices
Establish strategic portfolio management capabilities including demand, resource, and capacity planning
Develop and maintain ITSM policies, standards, and governance frameworks
Define KPIs, dashboards, and reporting frameworks; analyze data to identify improvement opportunities
Champion automation and self-service to improve efficiency and user experience
Foster collaboration across ITSM teams, service owners, and leadership
Lead cross-functional working groups and governance committees
Present program updates and recommendations to executive stakeholders
Stay current on ITSM trends, emerging technologies, and best practices
Provide thought leadership and contribute to professional development across the ITSM organization
Perform other duties as assigned in support of organizational objectives
Qualification
Required
Bachelor's degree in Information Technology, Business Administration, or related field
Minimum of 7 years of experience in IT Service Management, including 3 years leading complex ITSM programs
ITIL v4 Foundations certification or equivalent
Experience with ServiceNow or similar ITSM platforms
Proven experience leading enterprise-level transformation initiatives with measurable outcomes
Preferred
Master's degree in a relevant field
Advanced ITIL certifications
Project management certification such as PMP, PRINCE2, or Agile
ServiceNow certifications
Experience in higher education or decentralized IT environments
Experience with organizational change management methodologies
Company
Cynet Systems
Headquartered in Washington DC Metro Area, Cynet Systems is a top talent supplier for companies across North America.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ashwani (Ash) M.
Partner and Co-CEO
Nikhil "Nick" Budhiraja
Founder / Co-CEO
Company data provided by crunchbase