Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.
We are seeking an experienced ITSM Manager to lead our IT Service Management team and drive continuous improvement of our IT professionalservices. In this role, you will be responsible for overseeing the implementation and operation of ITSM processes, tools, and practices aligned with ITIL frameworks. The ideal candidate will bring strong leadership capabilities, deep knowledge of ITSM principles, and the ability to foster a service-oriented culture while ensuring IT services consistently meet business needs and deliver value to our clients.
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Responsibilities - Lead the development, implementation, and continuous improvement of ITSM processes and practices across the IT organization
- Manage the ITSM team, providing mentorship, guidance, and professional development opportunities
- Oversee the performance of the Service Management Process to ensure tasks are being executed accurately and within schedule
- Establish and monitor service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs)
- Ensure that all ITSM processes and guidelines documents are maintained and kept up-to date as per concurrent changes in the organization
- Drive the implementation and maturity of ITIL processes including incident, problem, change, release, and knowledge management
- Create and maintain the service catalog, ensuring accurate service definitions, ownership, and dependencies
- Lead service review meetings with business stakeholders and IT service owners
- Develop and implement effective IT service continuity management strategies
- Establish and chair Change Advisory Boards (CABs) to ensure proper governance of changes
- Analyze service performance metrics and identify opportunities for process optimization
- Collaborate with IT leaders to align ITSM practices with business objectives and strategies
- Develop and implement service reporting frameworks to communicate service performance to stakeholders
- Build relationships with business units to understand service requirements and expectations
- Lead major incident reviews and ensure proper problem management practices are followed
- Ensure compliance with relevant regulations and standards within ITSM processes
- Develop and maintain ITSM documentation, policies, and procedures
Requirements - Bachelor’s degree in information technology, Business Administration, or related field
- 8+ years of IT Service Management experience in process design, process execution, continual service improvement
- 3+ years of management experience leading ITSM teams
- ITIL Expert or ITIL 4 Managing Professional certification
- Proven experience implementing and maintaining ITSM processes based on ITIL framework
- Strong knowledge of ITSM tools and platforms (ServiceNow, Jira Service Management, etc.)
- Experience with process improvement methodologies (Lean, Six Sigma, etc.)
- Demonstrated success in designing and implementing SLAs and service metrics
- Strong understanding of Cloud operations and infrastructure services
- Experience with change management and release management practices
- Excellent leadership, communication, and stakeholder management skills
- Strong analytical and problem-solving abilities
- Experience managing IT service in regulated industries a plus
- Project management experience and/or certification (PMP, PRINCE2)
Additional Skills (Good to have)- Additional certifications such as COBIT, ISO/IEC 20000, DevOps, or Agile
- Knowledge of enterprise architecture and service design principles
- Experience with service integration and management (SIAM) frameworks
- Background in IT governance and compliance frameworks
- Experience implementing self-service and knowledge management solutions
- Familiarity with cloud service management concepts
- Understanding of DevOps practices and how they intersect with ITSM
- Experience with business relationship management
- Background in IT vendor management and outsourcing governance
- Knowledge of IT asset management principles
- Experience with IT customer satisfaction measurement and improvement
- Strong presentation skills and experience presenting to executive leadership
- Understanding of business process management (BPM) methodologies
- Experience with major ITSM transformations or tool implementations
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