ITSM Manager
We are hiring for ITSM Manager to support Company Name: - JTSi (Johnson Technology Systems, Inc.) Role: ITSM Manager Location : Remote Citizenship: US Person Salary Range: $125k to $135k + benefits on W2 annually DESCRIPTION OF PROJECT AND TASKS: The IT Service Management (ITSM) Manager is responsible for leading and governing the Incident Management, Service Request Management, and Change Management processes across a 247 managed-services environment. This role ensures that service disruptions are restored quickly, customer requests are fulfilled consistently, and production changes are assessed, approved, implemented, and documented with minimal business risk. The position serves as the operational control point between customers, service desk teams, SAP BASIS/technical SMEs, and leadership. The successful candidate combines strong ITIL process discipline, customer communication skills, operational leadership, and technical fluency in enterprise cloud and SAP environments. This role is particularly suited to a regulated managed-services operation supporting SAP workloads, cloud infrastructure, and customers with high availability, security, compliance, and audit requirements.
Required Qualifications
Bachelor s degree in Information Technology, Computer Science, Business, or a related discipline; equivalent relevant experience may be considered. 5+ years of experience in IT service management, managed services, service delivery, operations management, or a related enterprise IT role. 3+ years of direct experience managing Incident Management, Service Request Management, Change Management, or Major Incident Management processes. Strong working knowledge of ITIL principles and ITSM process design. Experience using ITSM platforms such as ServiceNow Experience operating in a 247 environment with defined SLAs, escalation procedures, on-call support, and customer-facing communications. Demonstrated ability to lead cross-functional teams during high-pressure production incidents. Experience facilitating CAB meetings, managing change calendars, and enforcing change governance. Strong analytical skills, including the ability to interpret service metrics and identify operational improvement opportunities. Excellent written and verbal communication skills, including executive-level incident updates and customer-facing service communications. Eligibility to work in U.S. regulated environments; U.S. citizenship may be required for certain Federal, DoD, ITAR, or security-sensitive customer engagements.
Preferred Qualifications
ITIL 4 Foundation certification; ITIL Managing Professional or higher certification preferred. Experience supporting SAP ECC, S/4HANA, SAP HANA, SAP Basis, SAP BTP, or SAP application landscapes. Experience with cloud platforms such as AWS, Microsoft Azure, Google Cloud, SAP BTP, or private-cloud hosting environments. Familiarity with Linux, Windows Server, databases, network operations, backup/recovery, monitoring platforms, and enterprise security controls. Experience supporting customers in Federal, DoD, utilities, manufacturing, healthcare, financial services, or other regulated industries. Experience with ServiceNow Incident, Change, Request, CMDB, Knowledge, Performance Analytics, or workflow automation capabilities. Knowledge of DevOps, release management, CI/CD governance, infrastructure as code, and operational automation. Experience with Root Cause Analysis, problem management, service-level reporting, and continual service improvement programs. Ideal Candidate Profile The ideal candidate is a calm, highly organized service-management leader who can coordinate technical experts without needing to be the deepest specialist in every technology domain. They are comfortable managing critical customer communications, enforcing operational discipline, facilitating governance forums, and using service data to improve reliability and delivery efficiency. They should be able to translate a technical situation such as an SAP production outage, HANA performance degradation, failed patch deployment, cloud connectivity issue, or access provisioning request into clear priorities, accountable actions, customer impact statements, and measurable follow-up work. This role is aligned with a high-availability managed-services business model that delivers 247 support and SLA-driven operations for SAP cloud workloads and regulated customers. If you are available, interested, planning to make a change, or know of a friend who might have the required qualifications and interest, please call me seven zero three nine four nine nine one one eight on / If you do respond via e-mail (jinson dot jose at jts usa dot com) please include a daytime phone number so I can reach you. In considering candidates, time is of the essence, so please respond ASAP with your updated resume. Established in 2003, JTSi is a Professional IT & Engineering Services provider with years of documented experience in the Information Technology and Engineering services field. JTSi has a proven track record for successfully delivering mission critical Professional services to the Government and the industry. JTSi SAP team delivers solutions to its clients by clearly understanding their core business problems. We deliver quality services at equitable rates and focus on constant improvement in all areas of our operation, austerely complying to the customer s desire. We view our-selves more as a business partner than a mere provider of consulting services. At JTSi customer is always first and partnering is our means to customer satisfaction. We do what we say!