IT Service Manager

IT Service Manager

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Position Type:
Regular Full-Time

Job Location s: US-TX-Dallas

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MV Transportation is seeking an Information Technology Service Manager. This individual shall be a self-starter, highly motivated and able to work in a fast‑paced environment. The ITSM Manager is responsible for overseeing the design, implementation, and continuous improvement of IT Service Management processes based on ITIL best practices. This role ensures that IT services are delivered effectively, efficiently, and aligned with business needs.

The manager will lead the ITSM team, manage service delivery, and drive process maturity across incident, problem, change, configuration, and service request management.

Key Responsibilities:

• Lead and manage ITSM processes including Incident, Problem, Change, Release, Configuration, and Service Request Management.
• Ensure ITIL‑aligned service delivery and support processes are consistently followed and improved.
• Own and maintain the ITSM toolset (e.g., Fresh Service, Service Now, BMC Remedy, Jira Service Management).
• Monitor and report on service performance metrics and SLAs.
• Collaborate with cross‑functional teams to ensure seamless service integration and delivery.
• Drive continual service improvement (CSI) initiatives.
• Conduct regular audits and assessments of ITSM processes and compliance.
• Serve as a key liaison between IT and business stakeholders for service‑related matters.
• Facilitate root cause analysis and post‑incident reviews.
• Champion a customer‑centric culture within IT operations.
• ITIL v3 or ITIL 4 certification preferred.
• 5+ years of experience in IT Service Management, with at least 2 years in a leadership role.
• Experience with ITSM platforms such as Fresh Service, Service Now, BMC Remedy, or equivalent.
• Strong understanding of ITIL framework and its practical application.
• Proven track record of driving process improvements and operational excellence.

Talent Requirements:

• Excellent leadership and team management skills.
• Strong analytical and problem‑solving abilities.
• Effective communication and stakeholder management.
• Ability to manage multiple priorities in a fast‑paced environment.
• Experience with metrics, KPIs, and reporting tools.
• Knowledge of enterprise IT infrastructure and operations.

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre‑employment drug test and background check after receiving a conditional offer of employment.