ITSM Manager

NRS is a leading provider of transportation & supply chain solutions. As a family-owned and operated company, NRS has delivered smart logistics solutions to numerous Fortune 500 companies spanning over 70 years.

Whether it’s NRT, Keystone, Keystone Fresh, or Keystone Capacity, our innovative energy drives us towards new and valuable solutions for our clients, even as we continuously grow and strengthen our network. We are dedicated to creating a culture that empowers the individual and offers our associates the opportunity to apply their unique skill to the challenges facing our clients. In the office, the warehouse, or on the road, it is this commitment to our innovative spirit that unites us in common mission to push boundaries in the logistics industry.

Job Overview:

We’reseeking an experienced
ITSM Process Manager
to own andoptimizeour IT service delivery lifecycle. You will design, govern, and continuously improve ITIL-aligned processes (e.g., Incident, Request, Problem, Change, Knowledge) and ensure they’re executed consistently through the ITSM platform (e.g., Service Now, Zoho Service Desk, or Fresh service/Freshworks).You’llpartner with Service Desk, Infrastructure, Security, and Application teams to improve customer experience, reduce risk, and increase operational excellence.

The Manager must be an effective business partner, with the ability to drive change within the organization towards a culture of process maturity. It is essential that the candidate in this role implements best practices for monitoring communications, troubleshooting issues, proactively communicating and improving data flow.

Lead, Manage, and hold Accountable:

• Support and promote the company values, culture, and HR processes
• Lead, coach, and manage direct reports
• Recruit, reward, and recognize employees
• Provide the necessary training opportunities, tools, and resources to ensure team success
• Provide clear direction in weekly team checkpoints
• Establish a training & adoption plan for process changes across IT and business stakeholders.

Process Ownership & Governance

• Own and mature core ITIL/ITSM processes:
  Incident, Service Request, Problem, Change, Knowledge, CMDB/Asset, Major Incident, and Service Catalog.
• Establish policies, SOPs, RACI, process maps, SLAs/OLAs, and controls; run process councils and CAB.
• Define and manage process KPIs and OKRs; publish dashboards and monthly service reviews.
• Maintain evidence and controls for process compliance and platform access governance.

Platform Administration & Enablement

• Configure and optimize workflows, automations, forms, and catalogs in the chosen ITSM platform.
• Partner with Engineering/Platform teams on upgrades, integrations (AD, monitoring, CMDB discovery), and data quality.
• Drive self-service capabilities (knowledge base, virtual agent/chatbot, request catalog).
• Implement automation and AI where applicable to improve consistency and productivity

Service Quality & Continuous Improvement

• Lead root cause analysis and Problem Management; ensure sustainable fixes and known error articles.
• Manage Major Incident process, communications, and post-incident reviews (PIRs).

Business Stakeholder & Relationship Management

• Partner with business leaders to build awareness and maximize value/impact of the function
• Build trust and strong working relationships with Technology and Business stakeholders
• Perform other duties as assigned.

• 6–10+ years in IT service management, including 3+ years in a process owner/manager role.
• Hands-on experience with ITSM platforms such as Service Now, Manage Engine Service Desk or Fresh service/Freshworks.
• Strong knowledge of ITIL v3/v4 practices across Incident, Problem, Change, Request, and Knowledge.
• Proven track record building SLAs/OLAs, dashboards, metrics, and running service reviews.
• Experience leading Major Incidents, CAB, and post-incident reviews.
• Excellent stakeholder management, facilitation, and communication skills.
• Strong problem-solving skills and attention to detail.
• Excellent organizational, interpersonal, and communication skills.
• Strong business acumen and ability to adapt to change.
• Knowledge of Logistics or 3PL business a bonus.
• Willingness to travel 10% of the time.

Preferred / Nice-to-Have

• Certifications:
  
  Service Now (CSA, CAD), Fresh service Admin, or equivalent.
• Experience implementing CMDB, discovery tooling, and service catalog design.
• Familiarity with Agile/Scrum, Dev Ops change practices, and automation (Power Automate, Flow Designer).

EEO Statement:

NRS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.