SOLUTIONS & SERVICE MANAGER - 40011302

Durham County is seeking a Solutions & Service Manager to lead the design, development, and implementation of enterprise service management solutions using ServiceNow and other supporting platforms. This role focuses on digital workflows, IT Asset Management, IT Service Management, and AI-driven automation to improve County service delivery. The position offers strategic guidance, team leadership, and ensures alignment with County goals and governance.

Requirements

• Comprehensive understanding of the ServiceNow platform, including ITSM, ITAM, ITOM, CMDB, and related development frameworks.
• Strong knowledge of ITIL-based service management principles and enterprise support processes.
• Working knowledge of enterprise IT infrastructure, software licensing, and asset lifecycle management.
• Familiarity with AI/ML features in ServiceNow.
• Understanding of cybersecurity, data governance, and compliance.
• Proficient in ServiceNow administration, configuration, scripting (JavaScript), and integration via Flow Designer and IntegrationHub.
• Skilled in leading platform development teams using Agile or hybrid project methodologies.
• Excellent written and verbal communication skills.
• Skilled in vendor relationship management and platform contract oversight.
• Ability to supervise, mentor, and evaluate technical team members.
• Ability to design scalable digital workflows and service automation strategies.
• Ability to lead cross-functional platform initiatives.
• Ability to manage competing priorities, respond to emergencies, and adapt to changing technologies or regulations.
• Ability to build consensus and drive adoption of enterprise solutions.

Benefits

• Competitive salary
• Comprehensive benefits package