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5 Star Recruitment
IT Services Manager
IT Services Manager at 5 Star Recruitment, New Jersey. Lead ITSM frameworks, incident/change management, SLAs, and infrastructure operations. ServiceNow expertise required. 7+ IT years, 3+ ITSM experience.
ServiceNow Role Type:
ServiceNow Modules:
IT Service Management
Incident Management
Problem Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
December 11, 2025
The IT Service & Infrastructure Operations Delivery Manager is responsible for ensuring seamless IT service delivery across all infrastructure operations, providing leadership in incident and escalation management, and upholding high standards of support.
Requirements
- Develop, implement, and maintain IT service management (ITSM) frameworks and processes
- Manage and continuously improve service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs)
- Oversee IT change, incident, and problem management processes
- Identify and implement best practices, automation, and process improvements to streamline infrastructure operations
- Lead daily operations of IT infrastructure, ensuring availability, stability, and scalability
- Act as primary escalation point for complex IT issues
- Oversee multi-tiered support structure and manage support team
- Lead infrastructure improvement projects and coordinate cross-functional teams
- Develop, implement, and test disaster recovery and business continuity plans
Benefits
- Professional Development: Opportunities for continuous learning and career advancement in IT Service Delivery and Operations
Requirements Summary
7+ years of IT experience, 3+ years in IT Service Management, 2+ years in training, instructing, and/or mentoring
