Mgr Information Systems Engineering

nal excellence, and evolving ITSM processes to meet the demands of a rapidly changing technology and business landscape. The manager will oversee the scaling of our ITSM platform, enable adoption of new ServiceNow modules, and guide the integration of observability frameworks into enterprise operations. Beyond technical expertise, this role requires strong leadership, coaching, and stakeholder management skills to align ITSM practices with enterprise priorities and foster a culture of continuous improvement.

Key Responsibilities:
• Manage the ServiceNow operations team responsible for incident management, request fulfillment, and demand handling.
• Ensure platform stability, scalability, and alignment with enterprise needs.
• Oversee adoption and integration of new ServiceNow modules (e.g., Workplace Service Delivery, Enterprise Architecture, Integrated Risk Management).
• Lead and mature ITSM processes including Major Incident Management, Problem Management, and Change Management.
• Establish and monitor Service Level Objectives (SLOs) to ensure consistent service delivery.
• Drive process improvements to enhance efficiency, reduce risk, and improve customer satisfaction.
• Champion operational excellence initiatives across the enterprise, enabling ITSM tools and practices to adapt to evolving technologies and operating models.
• Collaborate with cross-functional teams to align ITSM practices with enterprise transformation programs.
• Support the implementation of observability frameworks and toolsets, ensuring seamless integration with ITSM processes.
• Coach, mentor, and develop team members to build a high-performing ITSM operations function.
• Navigate complex stakeholder networks, balancing priorities across IT, business units, and enterprise initiatives.
• Communicate effectively with executives, translating technical insights into business outcomes.

Qualifications:
• Bachelor's degree in Computer Science, Information Technology, or related field; advanced degree preferred.
• 10+ years of experience in IT Service Management, with at least 5 years in a leadership role.
• Proven experience managing ServiceNow operations and ITSM processes in a large enterprise environment.
• Deep understanding of ITSM frameworks (ITIL v4 preferred) and their practical application.
• Hands-on experience with ServiceNow modules including ITSM, WSD, EA, IRM, and integrations with observability tools.
• Strong knowledge of incident, problem, and change management processes.
• Demonstrated ability to lead, coach, and inspire diverse teams.
• Excellent communication and stakeholder management skills, with the ability to influence at executive levels.
• Strong analytical and decision-making skills, with a focus on operational maturity and continuous improvement.
• Preferred Certifications: ITIL v4 Certification, ServiceNow System Administrator or Implementation Specialist certifications, Additional certifications in observability or enterprise architecture tools are a plus.

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]