Manager, ITSM

The Manager, ITSM will lead the global production support function, focusing on structured incident resolution, change management governance, and continuous improvement of ITSM processes. This role ensures effective monitoring, quick incident resolution, root cause documentation, and automation for resilience. Overseeing a global team, the Manager partners with incident and change managers, ensuring 24x7 operational readiness, escalation handling, and ITIL alignment. The role collaborates with SRE, DevSecOps, Cloud Engineering, DBA, and Product/Engineering teams, owning production support oversight and ITSM process adherence.

Must Have

• Lead and manage global production support team with 24x7 coverage
• Oversee monitoring, alerting, triage, escalation, and incident resolution
• Enhance runbooks, knowledge articles, and SOPs for incident handling
• Collaborate with Incident Managers for structured triage and communication
• Serve as escalation point for high-impact incidents
• Oversee Root Cause Analysis (RCA) and corrective measures
• Partner with Change Managers to enforce ITSM standards
• Ensure risk assessments, rollback plans, and testing for major changes
• Act as process owner for ITSM functions (production support, incident handling, change operations)
• Ensure compliance with ITIL best practices
• 10+ years experience in ITSM/ITIL environments, 3+ years in management
• Proven leadership of production support or NOC teams in a 24x7 global environment
• Strong background in Incident, Problem, and Change Management processes
• Hands-on experience with ServiceNow, Jira, and Salesforce
• Familiarity with monitoring and observability platforms (New Relic, CloudWatch, Grafana, Prometheus)
• Strong analytical skills for RCA
• Excellent communication skills

Good to Have

• ITIL v3/v4 Certification
• Experience in SaaS, cloud-native, or healthcare technology environments
• Familiarity with SRE practices (SLIs, SLOs, error budgets)
• Exposure to regulatory compliance (HIPAA, SOC2, ISO 27001)
• Demonstrated experience implementing automation within ITSM processes

Position Summary

The Manager, ITSM will be responsible for leading the production support function, with a focus on structured incident resolution, change management governance, and continuous improvement across ITSM processes. This role ensures that production systems are monitored effectively, incidents are resolved quickly, root causes are documented, and automation is leveraged to improve resilience and efficiency. The Manager will oversee a global production support team and partner closely with incident and change managers, ensuring 24x7 operational readiness, escalation handling, and alignment with ITIL best practices.

Working under the ITSM & Operational Resilience function, this role collaborates with SRE, DevSecOps, Cloud Engineering, DBA, and Product/Engineering teams. The Manager owns production support oversight, ITSM process adherence, and continuous improvement of monitoring, alerting, and operational workflows. This role reports to the Sr. Manager, ITSM & Operational Resilience (OR).

Key Responsibilities

Production Support & Monitoring

• Lead and manage the global production support team, ensuring effective 24x7 coverage through structured on-call rotations.
• Oversee monitoring and alerting practices, ensuring timely triage, escalation, and resolution of incidents.
• Enhance runbooks, knowledge articles, and SOPs to strengthen incident handling.
• Partner with engineering and SRE teams to improve alert quality, reduce noise, and increase automation in monitoring.

Incident & Problem Management

• Collaborate with Incident Managers to drive structured triage, escalation, and communication during production issues.
• Serve as escalation point for unresolved or high-impact incidents, ensuring timely stakeholder updates.
• Oversee Root Cause Analysis (RCA) efforts, ensuring accurate documentation and actionable corrective measures.
• Track corrective actions and process improvements through to completion, ensuring accountability and follow-up.

Change Management

• Partner with Change Managers to enforce ITSM standards across all production changes.
• Ensure that risk assessments, rollback plans, testing requirements, and stakeholder communication are in place for major changes.
• Analyze incidents related to failed changes and drive governance improvements.
• Participate in CAB meetings to provide operational input and ensure production support readiness.

Process Ownership & Improvement

• Act as process owner for ITSM functions related to production support, incident handling, and change operations.
• Ensure compliance with ITIL best practices and company governance frameworks.
• Continuously refine ITSM processes to drive efficiency, reduce incident frequency, and strengthen resilience.
• Lead initiatives to increase automation in support workflows, alerting, and reporting.

Collaboration & Escalations

• Partner with cross-functional teams (SRE, DevSecOps, DB Ops, Cloud Engineering) for faster resolution of production issues.
• Escalate critical risks and unresolved incidents to ITSM leadership and executive stakeholders.
• Serve as the voice of Production Support in ITSM leadership discussions.

Qualifications & Experience

Required

• 10+ years of experience in ITSM/ITIL-driven environments, including at least 3+ years in a management role.
• Proven leadership of production support or NOC teams in a 24x7 enterprise/global environment.
• Strong background in Incident, Problem, and Change Management processes.
• Hands-on experience with ServiceNow, Jira, and Salesforce.
• Familiarity with monitoring and observability platforms (New Relic, CloudWatch, Grafana, Prometheus, etc.).
• Strong analytical skills for conducting RCA and presenting findings to executives.
• Excellent communication skills with both technical and executive stakeholders.

Preferred

• ITIL v3/v4 Certification.
• Experience in SaaS, cloud-native, or healthcare technology environments.
• Familiarity with SRE practices (SLIs, SLOs, error budgets).
• Exposure to regulatory compliance (HIPAA, SOC2, ISO 27001).
• Demonstrated experience implementing automation within ITSM processes.

GHX: It's the way you do business in healthcare

Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.

Disclaimer

Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.

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