ITSM Manager

The IT Service Management (ITSM) Manager is responsible for the ownership, execution, and continuous improvement of core ITSM processes, including Incident Management, Problem Management, Change Management, and Knowledge Management, delivered through ServiceNow. This role ensures service stability, operational discipline, and a consistent customer experience across the enterprise.

In addition, the ITSM Manager is accountable for Customer Satisfaction (CSAT) performance and Continuous Improvement Management using ServiceNow capabilities, driving data-driven insights and measurable service improvements. The role oversees 24x7 critical incident management through a third-party vendor, ensuring effective coordination, governance, and executive‑level communications during high‑ ‑impact events.

KEY RESPONSABILITIES:

• Own and lead enterprise ITSM processes including Incident, Problem, Change, and Knowledge Management, ensuring consistent execution, governance, and alignment with ITIL best practices.
• Serve as the process owner for ServiceNow ITSM, partnering with platform teams to define requirements, optimize workflows, and ensure tools effectively support operational outcomes.
• Oversee 24x7 critical incident management delivered by a third-party vendor, ensuring clear escalation paths, defined SLAs, effective communications, and post‑incident follow‑through.
• Act as the primary escalation and coordination lead for major incidents, ensuring timely resolution, executive communications, and minimal business disruption.
• Lead Problem Management practices to drive root cause analysis, trend identification, and long‑term service stability improvements.
• Enhance and maintain Change Management governance, ensuring risk‑based decision‑making, stakeholder alignment, and protection of production environments.
• Own Knowledge Management strategy and execution, ensuring high‑quality, actionable knowledge content that improves resolution times and self‑service adoption.
• Drive Customer Satisfaction (CSAT) performance, leveraging ServiceNow data to identify drivers of dissatisfaction and implement targeted improvements.
• Lead Continuous Improvement Management using ServiceNow, translating operational data and feedback into prioritized, measurable improvement initiatives.
• Define, monitor, and report on ITSM KPIs and service health metrics, providing actionable insights to IT and business leadership.
• Partner with infrastructure, application, security, and service delivery teams to ensure ITSM processes are embedded into day‑to‑day operations.
• Ensure ITSM practices support audit, compliance, and risk management requirements.

• 3-5 years of hands‑on experience with ServiceNow ITSM, including process configuration, reporting, and workflow optimization.
• Demonstrated experience managing ITSM processes in a mid‑to‑large enterprise environment.
• Experience working in 24x7 operational environments.
• Proven experience overseeing major incident management, including coordination with third‑party vendors or managed service providers.
• Solid understanding of ITIL principles and service management best practices.
• Strong analytical, communication, and stakeholder management skills.
• Fluent in English
• Willingness to travel

• ITIL certification (Foundation or higher).
• Experience implementing or maturing CSAT and Continuous Improvement programs within ServiceNow.
• Background in service performance analytics and executive‑level reporting.

• Strong operational ownership and decision‑making under pressure
• Customer‑centric mindset with a focus on service outcomes
• Ability to drive process discipline while enabling agility
• Clear, confident communicator across technical and non‑technical audiences

• Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind. 
• A collaborative and inclusive work environment where your contributions are valued. 
• Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects. 
• Access to cutting-edge tools, resources, and a supportive team to help you excel. 
• The chance to work with a global, innovative company shaping the future in its industry. 

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