Sr. Manager, IT Service Management & End User Experience

About the role

The Sr. Manager, IT Service Management & End User Experience is accountable for the strategy, governance, and continuous improvement of enterprise IT Service Management (ITSM) and End User Experience (EUX) capabilities. This role owns the transformation of IT service delivery from reactive support to a proactive, data-driven, and automation-enabled model that enhances digital employee experiences. The position serves as a strategic partner to Information Security, Infrastructure, and business leadership to ensure resilient, secure, and scalable services. The hire will design and operate ITIL v4-aligned processes across the full service lifecycle, embedding security and risk requirements into service operations. Key responsibilities include leading enterprise end user services strategy, defining service standards, and driving service quality improvements. The role oversees automation initiatives, vendor management, and performance reporting to optimize service delivery. Success in this position will be measured through improved service performance, reduced incident volume, and stronger alignment with business objectives.

Key facts

What you'll do

• Own and govern core ITIL processes, including Incident and Major Incident Management, Problem Management, Change Enablement, Request Fulfillment, Knowledge Management, and Configuration & Asset Management.
• Define and mature ITSM processes aligned to ITIL v4 frameworks while prioritizing organizational initiatives and business needs.
• Establish process KPIs, governance models, and continuous improvement cycles to drive measurable service performance outcomes.
• Lead enterprise end user services strategy across L1-L3 support, field services, and endpoint experience to ensure consistent service delivery.
• Implement and manage Experience Level Agreements (XLAs) alongside traditional SLAs to focus on user satisfaction and digital employee experience.
• Drive Digital Employee Experience (DEX) monitoring mechanisms and service quality improvements to enhance end user satisfaction.
• Define and standardize endpoint performance, compliance, software deployment, patching, security posture, and usability requirements.
• Ensure effective delivery of incident and request management services to minimize business disruption and maintain operational continuity.
• Oversee escalation management and major incident response coordination to resolve critical issues efficiently.
• Optimize service desk operations for efficiency, consistency, and customer satisfaction through structured governance and best practices.
• Establish and maintain Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and service performance targets.
• Lead automation strategy for ITSM workflows, incorporating AI-driven virtual agents and self-service capabilities to improve service delivery.
• Drive ticket deflection initiatives, workflow automation, and proactive issue resolution to reduce manual intervention and improve efficiency.
• Integrate ITSM platforms with enterprise systems such as identity, endpoint, and security tools to create cohesive service ecosystems.
• Partner with Information Security to embed security incident handling within service desk processes and support identity lifecycle management.
• Support audit readiness and compliance initiatives including SOC 2, PCI, and NIST/CIS frameworks where applicable to organizational requirements.
• Manage service desk platforms, endpoint tools, and third-party service providers to ensure optimal vendor performance and service delivery.
• Drive vendor performance optimization, contract evaluation, and cost efficiency initiatives related to service management tools.
• Evaluate emerging technologies and innovations to enhance service delivery capabilities and meet evolving business needs.
• Develop executive dashboards and reporting mechanisms to provide visibility into service performance and operational trends.
• Track and improve key performance indicators including Mean Time to Restore, First Contact Resolution, and ticket deflection rates.
• Lead continuous improvement initiatives designed to reduce incident volume and enhance overall service quality.
• Lead and develop multi-tier support teams and managers to build a high-performance, customer-focused service culture.
• Partner across IT and business units to align service delivery strategies with operational requirements and business objectives.
• Drive training and knowledge-sharing programs to promote end user self-service capabilities and improve service efficiency.

Requirements

• Hold a Bachelor's degree in information systems, computer science, or a related field as the foundational educational requirement.
• Possess 10-12+ years of cumulative IT experience to demonstrate comprehensive understanding of IT service management principles.
• Include 5+ years of direct experience leading service desk or end user services organizations in a managerial capacity.
• Demonstrate prior experience driving ITSM transformation or process maturity initiatives within complex organizational environments.
• Show strong hands-on experience with enterprise ITSM platforms such as ServiceNow, Freshservice, BMC Helix, or Jira Service Management.
• Exhibit deep expertise in ITIL-aligned processes specifically covering incident, problem, change, and request management methodologies.
• Maintain strong knowledge of Microsoft 365 and enterprise IT platforms to effectively adopt and optimize technologies supporting service delivery.
• Demonstrate experience with endpoint management, device lifecycle management, and identity/access management workflows within enterprise contexts.
• Possess strong analytical capabilities to assess complex service issues and derive actionable insights from performance data.
• Show advanced operational skills necessary to manage service delivery processes, KPIs, and continuous improvement initiatives.
• Exhibit leadership abilities to guide cross-functional teams and drive service culture initiatives across distributed support organizations.
• Demonstrate capacity to partner effectively with business stakeholders and align service strategies with evolving operational needs.
• Maintain attention to detail and commitment to quality when managing service level agreements, governance models, and compliance requirements.
• Show ability to manage multiple priorities and stakeholders in a dynamic, fast-paced enterprise technology environment.
• Demonstrate communication skills necessary to collaborate with technical teams, business leaders, and end users at various organizational levels.
• Show willingness to contribute to security and compliance initiatives that support enterprise risk management objectives.
• Exhibit professional judgment in handling sensitive service management issues and confidential information.
• Demonstrate commitment to continuous learning and adaptation to emerging IT service management practices and technologies.

Nice to have

Preferred experience with automation platforms and emerging technologies that support service delivery optimization.