Manager, IT Service Management (ITSM)

Location: Chelmsford, MA


Job Summary:

The ITSM Manager is responsible for the ownership and management of IT Service Management and its functions as well as the deployment and evangelization of ITSM and its related processes: Service Desk, Incident Management, Request Fulfillment, Problem Management, Configuration Management, Change Management, and Asset Management. The initial primary focus of this position will be maturing this area by developing, establishing the teams and functions as well as improving processes and identifying opportunities to better leverage existing technologies used to manage existing processes. This manager is responsible for the creation, training, performance tracking, and reporting of these processes. This person will work across all functional areas within IT to ensure processes are implemented, followed and aligned with business needs. The position will ensure continual improvement of service management policies and processes.

Essential Functions:

  • Manage, report, and communicate on the global performance of owned processes

  • Define, design, implement, and own processes and procedures based on industry standard Information Technology Infrastructure Library (ITIL) V3, driving adoption

  • Develop and maintain a roadmap that drives implementation throughout IS for ITSM delivery, metrics and governance

  • Partner with other leaders across the organization and champion the day-to-day operation, continuous improvement and governance of the lifecycle of IT Service Management

  • Develop and implement an overall IT Service Management training strategy and plan

  • Evolve strategic processes and procedures to guide stakeholder thinking on the most cost-effective means of using assets to achieve business strategic goals

  • Work with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees

  • Provide oversight and direction to the employees in the operating unit in accordance with the organization's policies and procedures

  • Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities

  • Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback

  • Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, support, and working effectively together to enable each employee and the department to succeed

  • Service Desk and Request Fulfillment

  • Articulate, implement, and manage a vision and end state of the IT Service Desk

  • Develop, execute, and hold staff accountable for policies and procedures that include incident identification, documentation, assignment, management, and escalation

  • Identify, recommend, develop, and implement end user and Service Desk staff knowledge articles, guides, and/or training programs to increase computer literacy and self-sufficiency

  • Track and analyze trends in Service Desk requests; generate statistical reports to identify problem areas; devise and deliver solutions to enhance quality of service and/or department recommendations and changes

  • Build customer experience objectives into team and individual goals and ensure accountability

  • Successfully prioritize customer experience considerations into decisions and tasks

  • Support and handle customer escalations


  • Develop and publish a Change Management SOP and maintain all change documentation (policies, procedures, templates, etc.)

  • Responsible for managing the lifecycle of all changes, with the primary responsibility of enabling beneficial changes to be made with minimal disruption to the business

  • Coordinate and facilitate the Change Management process across organizations

  • Responsible for review, approvals, categorize, prioritize, change requests

  • Prepare and run CAB meeting agenda and capture issues and suggestions

  • Create, publish, and circulate the Change calendar

  • Educate the Business and IT on the Change Management process

  • Produce metrics and report on Change Management activities

  • Develop, coordinate, and perform post change review of scheduled changes for all RFCs and maintenance efforts

  • Conduct or facilitate Post Implementation Reviews (PIRs) after the implementation of changes


  • Implement and evolve clear roles, accountabilities for CMDB (RACI) and support for stakeholders

  • Design, implement, and evolve strategically designed processes and procedures to ensure stakeholders are validating their CMDB data

  • Design, implement and evolve processes and procedures aimed to verify and rectify ITAM and CMDB data accuracy, completeness, consistency and integrity

  • Evolve processes and procedures ensuring ITAM & CMDB/stakeholder expectation management, assignments and responsibilities


  • Develop and publish an Incident and Problem Management SOP and maintain all related documentation (policies, procedures, templates, etc.)

  • Planning, developing, maintaining, and managing support for incident management tools, systems, procedures, and processes

  • Coordinating interfaces between incident management and other service management processes

  • Monitoring the effectiveness of incident management and owning a Continuous Service Improvement plan

  • Serve as an escalation point and incident manager.

  • Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors

  • Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents

  • Updating the Knowledge Management Database with new or updated known errors and workarounds

  • Assisting with the handling of major incidents and identifying their root causes

  • End to end responsibility for the management, communication, escalation, investigation and resolution of critical incidents, ensuring updates are timely and of sufficient quality, arranging discussions and updates as required

  • Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks

  • Identify trends and root cause analysis for complex companywide problems and communicate, influence and implement system fixes/improvements to enhance business efficiency and client experience

  • Ensure that problems, critical incidents, and planned/proactive tasks are correctly prioritized

  • Conduct Critical Incident Reviews, RCAs, and present findings to the management

  • Prepare Incident and Problem management reporting and executive presentations including standard and ad-hoc reporting, analysis of trends, and management recommendations

Skills Requirements:

  • Vision for and execution of creating a high-performance team

  • Able to clearly articulate understanding of Problem, Change and Event Management processes

  • Prior team management experience

  • Demonstrated ability to guide team members in troubleshooting, issue resolution, or escalation.

  • Ticket management and major incident management at an enterprise scale

  • Process improvement and performance optimization experience preferred

  • Executive presence and demonstrated experience in leadership, coaching, empowering, and recognizing others

  • Proven aptitude for strategic decision making, planning, vision, and governance for customer experience and IT support operations

  • Exceptional collaborator with ability to influence

  • Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences

  • Proven ability to organize multiple priorities and manage projects and team to achieve deliverables that meet or exceed agreements and expectations

  • Sound judgment and conflict resolution skills

  • Ability to act quickly, pragmatically and assertively under process to prioritize and resolve technical issues

  • Communicate clearly with a range of people at different levels of the organization and explain and discuss technical issues using a range of styles, tools and techniques

Required/Preferred Education and Experience:

  •  8+ years of relevant work experience in Information Technology with at least three years of experience managing an enterprise level 24x7 high-availability environment and/or leading a Service Desk team

  • ITIL V3 expert certification

  • Demonstrated knowledge of effective Information Technology Service Management (ITSM) best practices with proven execution

  • Experience managing and utilizing ServiceNow

  • 5+ years of relevant ITIL service management experience

  • Prior team management experience

  • Experience working with Infrastructure and Application teams during critical issues

  • Bachelor’s degree or equivalent work experience

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity.  Essential and marginal job functions are subject to modification.

ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V. 

ADA:  The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990