Sr. Manager, IT Service Management (ITSM)

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

We are seeking an experienced Senior Manager to lead and mature our IT Service Management (ITSM) function, focusing on implementing ITSM best practices that enhance IT operations and service delivery across the organization. The Senior Manager will be responsible for product development and executing ITSM strategy in partnership with engineering and operations teams, leveraging ServiceNow to build and optimize service management processes. This role requires a deep understanding of ITSM principles and the ability to translate them into actionable solutions that drive efficiency, compliance, and improved user experience.

Key Responsibilities:

• Establish and lead the ITSM strategy from inception, designing processes, policies, and frameworks that align with IT and business objectives.
• Lead a small team to oversee the product backlog for ServiceNow integration and customization, working closely with engineers responsible for implementation to ensure the platform effectively supports ITSM objectives and enhances operational capabilities.
• Define and implement ITSM processes (e.g., Incident, Problem, Change, Asset, and Service Request Management) in alignment with ITIL best practices to improve IT service quality and accountability.
• Collaborate with IT operations, security, and engineering teams to ensure ITSM processes are well-integrated across the organization, driving consistency and efficiency.
• Establish metrics to monitor ITSM effectiveness and identify opportunities for process improvement, proactively refining the ITSM framework to meet evolving business needs.
• Ensure that ITSM practices adhere to regulatory requirements and organizational policies, creating governance frameworks that enforce accountability and service standards.
• Build and lead an ITSM-focused team, providing direction, coaching, and support to ensure high standards in service management delivery.

Qualifications:

• 6+ years in IT service management roles, with a strong track record of establishing and optimizing ITSM frameworks within enterprise environments.
• Proven experience in implementing and managing ServiceNow, including customization and workflow development to support ITSM processes.
• Deep understanding of ITSM principles, ITIL frameworks, and the impact of ITSM on IT operations and service delivery.
• 3+ years of experience managing ITSM teams or leading cross-functional IT initiatives, with a strong ability to drive alignment across technical and non-technical teams.
• Ability to assess service management data and identify trends, gaps, and opportunities for improvement in the ITSM process.
• Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent work experience will be considered.

Preferred Qualifications:

• ITIL certification (v3 or v4) or other ITSM-related certifications.
• Experience in change management and governance for large IT environments.
• Familiarity with agile methodologies and their application to ITSM.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.