IT Service Management Manager

Company Description

For over 100 years, BlueScope continues to build on our reputation of quality brands and products, leading technology and a customer-first spirit. Through our global brands, we are one of the largest manufacturers of building solutions in the world. Our diverse, bright and inspired workforce is committed to bettering the communities we serve through breakthrough thinking and innovations. Your goals, ideas and perspective can help shape our future - we look forward to hearing them!

The IT Service Management Leader is a manager level role responsible for the strategy, delivery, and support of ITIL-based services and the ServiceNow platform. This includes oversight of service management processes, custom application development on ServiceNow, and continuous improvement of IT service delivery. The role requires a strategic mindset, strong leadership, and a deep understanding of the ITIL framework and ITSM practices. The position demands a business-first approach to drive innovation and operational excellence across the North America region.

Key Focus Areas

• Define and execute a vision for IT Service Management aligned with enterprise goals and regional needs.

• Lead the administration, configuration, and enhancement of the ServiceNow platform, including custom application development and integration.

• Oversee ITIL-based service management processes which would include Incident, Problem, Change, Request, Asset, Knowledge Management and other ITIL framework related areas

• Ensure consistent and high-quality service delivery across all ITSM functions.

• Build, lead, and mentor a high-performing team of ITSM professionals and ServiceNow developers.

• Drive initiatives from concept to completion, including change management, stakeholder engagement, and performance tracking.

• Partner with Infrastructure, End User, Networking, Cybersecurity and other business teams to ensure seamless integration and alignment with business goals.

• Develop and maintain service level agreements (SLAs), key performance indicators (KPIs), and reporting dashboards.

• Manage the budget for the ITSM team and make recommendations for future budget forecasting and planning needs.

Foundational Experience

Required Qualifications & Experience: To be considered for this position, you must possess the following qualifications:

• Bachelor's degree in Technology, Computer Science, or a related field.

• 3-5 years of experience in IT Service Management and ServiceNow platform administration.

• 3+ years of direct people management experience, leading ITSM or application development teams.

• Strong understanding of ITIL framework and service management best practices.

• Experience with custom application development and scripting within ServiceNow.

• Demonstrated ability to coordinate with compliance, legal, and cybersecurity stakeholders to ensure operational practices align with regulatory obligations and audit readiness.

Desired Qualifications: To be considered an ideal candidate, you should possess some or all of the following qualifications:

• ITIL certification (Foundation or higher).

• ServiceNow certifications

• Experience in related technology fields (Infrastructure, End User Services, Networking).

• Project Management experience or certification (PMP, Agile).

Skills and Abilities

At BlueScope we believe in investing in our employees through our Leading at BlueScope Attributes. Below are attributes that will key to your success at BlueScope:

• Driver of Future Readiness- Takes a strategic orientation to shape the direction; ensures impact-driven strategy; Is a thought leader in their own way.

• Change Facilitator- Models continual improvement; seizes opportunities to adapt; is optimistic about change and motivates others in the change journey.

• Results Achiever- Delivers against continually higher levels of performance; strives for constant improvement; looks for ways to work smarter; pushes forward despite ambiguity.

• Collaborative Partner- Seeks to understand; shares knowledge; builds/uses diverse networks for greater impact; uses a range of skills and approaches to influence others.

Work Environment

• BlueScope embraces flexible working arrangements where possible and mutually agreed.

Additional Information

The preceding job responsibilities and tasks were designed to indicate the general nature and level of work performed by associates in this job. It is not designed to contain or be interpreted as a comprehensive inventory of all job duties and responsibilities required of associates assigned to this job. Associates may be required to perform other duties as assigned. Additional job competencies, individual goals, and performance measurements are set at the department level.

The benefits are just as rewarding as the work at BlueScope. To support our goal, we offer a total compensation plan and an outstanding benefits package that includes health insurance, life insurance, short and long term disability, paid time off, and retirement.

EEO: Employer/M/F/Disabled/Protected Veteran

BlueScope is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status, as a protected veteran, among other things, or status as a qualified individual with disability.