Manager, IT Service Management & Delivery (ServiceNow)

Insight Global

Seattle, WA

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JOB DETAILS

SKILLS

Agile Programming Methodologies, Apple Macs, Artificial Intelligence (AI), Automation, Best Practices, Coaching, Genetics, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Information Technology & Information Systems, Leadership, Management of Information Systems/Technology (MIS), Metrics, Military, People Management, Performance Metrics, Process Analysis, Process Development, Product Management, Project Tracking, Project/Program Management, Quality Management, Regulations, Reporting Dashboards, Scalable System Development, Service Delivery, Service Level Agreement (SLA), ServiceNow, Systems Administration/Management, Technical Leadership, Technical Support

LOCATION

Seattle, WA

POSTED

30+ days ago

Job Description Insight Global is seeking a Manager, IT Service Now Management & Delivery for a large enterprise organization. This is a high-impact transformation role for a strategic leader who thrives in modernizing IT operations through ServiceNow and ITIL-based best practices. The ideal candidate will own the ITSM platform roadmap, drive automation-first workflows, and elevate process maturity across the full service lifecycle. This leader will build scalable, AI-ready digital operations while developing high-performing teams and delivering measurable improvements in service quality, visibility, and efficiency. Daily responsibilities include but are not limited to: -Define and execute a multi-year ITSM and ServiceNow roadmap -Standardize, simplify, and automate IT service delivery workflows -Lead maturity improvements across Incident, Problem, Change, Knowledge, and CMDB -Govern and evolve the ServiceNow platform, including upgrades and configuration standards -Build and maintain a trusted CMDB as the foundation for automation and AI readiness -Hire, coach, and lead ServiceNow developers, product managers, and MAC project managers -Oversee and modernize Moves, Adds, and Changes (MAC) programs using ServiceNow -Establish and monitor SLAs, KPIs, and operational metrics -Partner with IT leadership and business stakeholders to align on strategy and value -Present roadmap progress and performance metrics to senior leadership We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements -7+ years of progressive IT experience with 3+ years in people management -Deep expertise in ServiceNow, specifically ITSM module -Hands-on experience owning or driving a ServiceNow platform roadmap -Strong command of ITIL v3/v4 frameworks (Incident, Problem, Change, Knowledge, CMDB) -Proven ability to assess process maturity, define target state, and execute improvement roadmaps -Experience designing scalable workflows, automation, and service integrations -Demonstrated success defining and managing SLAs, KPIs, and operational dashboards -Automation-first mindset: experience creating processes to be scalable and AI-ready from the ground up. -Demonstrated success hiring, developing, and retaining high-performing technical and operational teams -ITIL Foundation (v3 or v4) or higher certification ServiceNow CSA or CIS certification -Experience with ServiceNow AI & automation tools (Flow Designer, Predictive Intelligence, Virtual Agent) -Agile and/or product management experience in a platform delivery environment -Prior ownership of CMDB governance and data strategy

About the Company

Insight Global

We are a staffing agency helping individuals find jobs and employers fill open positions.

Based in Atlanta, Insight Global is a premier provider of employment and staffing solutions to Fortune 1000 customers across the United States and Canada. We provide long-term contract, short-term contract, temporary-to-permanent, direct placement, and enhanced staffing services. Insight Global specializes in placing contract job seekers into Information Technology, Accounting and Finance, Engineering (non-IT), and Government jobs.

Since our inception in 2001, we have experienced unprecedented growth within our industry, rapidly expanding from an Atlanta-based start-up to one of the most successful staffing firms in America.

Our core staffing services are the backbone upon which Insight Global was founded and have driven our success. We cater our delivery approach and recruiting efforts to meet each client’s unique demands, ensuring that we deliver both maximum client value and the differentiated Insight Global experience.

COMPANY SIZE

2,500 to 4,999 employees

INDUSTRY

Other/Not Classified

EMPLOYEE BENEFITS

Paid Sick Days, Parking, Performance Bonus, Professional Development, 401K, Subsidized Commuting, Employee Referral Program, Flexible Spending Accounts, Employee Events, Retirement / Pension Plans, Transportation Allowance, Vehicle Allowance, Work From Home, Merchandise Discounts

FOUNDED

2001

WEBSITE

http://www.insightglobal.net

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