Senior Manager, IT Service Management - Remote

Overview

The Senior Manager, IT Service Management at DICK’S Sporting Goods will lead the implementation and optimization of ServiceNow, ensuring alignment with business goals and continuous improvement of IT service management practices.

In Short

• Lead ServiceNow implementation and optimization.
• Collaborate with stakeholders to define objectives and priorities.
• Act as the ServiceNow champion by demonstrating business value.
• Oversee enterprise-wide service operations and continuous improvement.
• Develop and maintain ITSM framework aligned to ITIL best practices.
• Manage Configuration Management Database (CMDB) governance.
• Foster a culture of continuous learning and team development.
• Manage vendor and contract relationships for ITSM services.
• Utilize performance analytics for strategic decision-making.
• Ensure compliance with security and industry standards.

Requirements

• Bachelor's Degree in Computer Science or related field.
• 10-15 years of experience in ITSM platforms.
• 5+ years in leadership roles.
• ITIL v3/v4 certification required.
• Proven success with enterprise ITSM implementations.
• Expertise in automation and AIOps.
• Strong analytical and problem-solving skills.
• Experience with cloud platforms (AWS, Azure, GCP).
• Ability to work across multiple time zones.
• Strong communication and leadership abilities.

Benefits

• Competitive salary and incentive packages.
• Generous suite of benefits.
• Opportunities for professional development.
• Culture of inclusion and support.
• Focus on continuous improvement and career growth.