Manager, IT Service Management (ITSM) Position Available In Hillsborough, New Hampshire

Manager, IT Service Management (ITSM) ZOLL Resuscitation United States, Hampshire, Manchester Jun 16, 2025
Corporate At ZOLL, we’re passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people’s lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. 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
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 Required/Preferred Education and Experience
Bachelor’s Degree or equivalent work experience required
8+ years of relevant work experience in Information Technology with at least three years of experience managing an enterprise level 24×7 high-availability environment and/or leading a Service Desk team required and
Demonstrated knowledge of effective Information Technology Service Management (ITSM) best practices with proven execution required and
Experience managing and utilizing ServiceNow required and
5+ years of relevant ITIL service management experience required and
Prior team management experience required and
Experience working with Infrastructure and Application teams during critical issues required
ITIL V3 expert certification Required Knowledge, Skills and Abilities
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 ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients’ lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.