Job Description: Service Manager – ITSM & ServiceNow

Location: Dallas, USA

Role Summary

We are looking for an experienced Service Manager to lead end-to-end IT Service Management operations. The successful candidate will own Incident, Change, and Problem Management processes, drive Major Incident Management (MIM) and Change Advisory Board (CAB) governance, and partner with engineering teams to introduce industry-standard practices and build actionable dashboards within ServiceNow.

Key Responsibilities

ITSM Process Ownership

Manage the end-to-end lifecycle of Incident, Change, and Problem Management aligned with ITIL best practices.
Drive Major Incident Management (MIM) - coordinate response bridges, communications, RCA follow-through, and post-incident reviews.
Lead Change Advisory Board (CAB) cadence — review change records, assess risk/impact, ensure approvals, and track implementation outcomes.

Agile Delivery

Manage Agile stories across ITSM workstreams — refinement, prioritization, sprint planning, and stakeholder demos.
Partner with product and engineering teams to translate operational needs into well-formed user stories and acceptance criteria.

Process Maturity & Standardization

Introduce and embed industry-standard ITSM processes, frameworks, and KPIs.
Identify gaps in existing operations and define a roadmap for continuous service improvement.

ServiceNow Dashboards & Reporting

Define dashboard requirements for executive, operational, and team-level visibility.
Work with ServiceNow developers/admins to build, validate, and iterate dashboards covering SLAs, MTTR, change success rate, MIM trends, and backlog health.

Stakeholder Management

Serve as the primary point of contact for the client on ITSM operations.
Run governance reviews, status updates, and escalation handling with internal and client stakeholders.

Required Skills & Experience

10+ years in IT Service Management, with 5+ years in a Service Manager or equivalent role.
Deep hands-on experience with Incident, Change, Problem, and Major Incident Management.
Proven experience chairing or coordinating CAB meetings.
Strong working knowledge of ServiceNow — modules, workflows, reporting, and dashboard configuration.
Experience working in Agile environments — comfortable with story writing, backlog grooming, and sprint ceremonies.
ITIL v4 Foundation (or higher) certification.
Excellent stakeholder management, communication, and executive-reporting skills.

Preferred / Nice to Have

ServiceNow certifications (CSA, ITSM Implementation Specialist).
Agile/Scrum certification (CSM, PSM, SAFe).
Experience leading or scaling a small ITSM team (MIM coordinators, CAB analysts).
Background in infrastructure or cloud-managed services environments.

Know what it’s like to work and grow at Brillio: https://www.brillio.com/join-us/

Equal Employment Opportunity Declaration

Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.

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