Sr. Manager, IT Service Management & End User Experience

Renuity
Charlotte
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 10+ yearsEducation: bachelorsSkills: ["Analytical skills","Operational skills","Leadership","Communication"]

Own and govern enterprise IT Service Management (ITSM) processes aligned to ITIL v4 and drive continuous improvement for end user support services. Lead the transformation from reactive service desk operations to a proactive, data-driven, automation-enabled delivery model, including incident, problem, change, request fulfillment, and knowledge management. Partner with Information Security, Infrastructure, and business leaders to strengthen digital employee experience, security alignment, reporting, vendor management, and team leadership.

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Renuity
Renuity
1 day ago

Sr. Manager, IT Service Management & End User Experience

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Last checked: 3 hours agoStatus: Live

Job Summary

Own and govern enterprise IT Service Management (ITSM) processes aligned to ITIL v4 and drive continuous improvement for end user support services. Lead the transformation from reactive service desk operations to a proactive, data-driven, automation-enabled delivery model, including incident, problem, change, request fulfillment, and knowledge management. Partner with Information Security, Infrastructure, and business leaders to strengthen digital employee experience, security alignment, reporting, vendor management, and team leadership.
Location: Charlotte
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Own and govern ITIL v4-aligned ITSM processes across incident, major incident, problem, change enablement, request fulfillment, knowledge management, and configuration & asset management.
  • •Lead enterprise end user services strategy (L1–L3 support, field services, endpoint experience), including implementation and management of XLAs in addition to SLAs.
  • •Oversee incident and request delivery, escalation management, and major incident response coordination to minimize business impact.
  • •Develop and run automation and modernization initiatives for ITSM workflows, including AI-driven virtual agents and self-service; integrate ITSM platforms with identity, endpoint, and security tools.
  • •Build executive dashboards and continuous improvement cycles using KPIs (MTTR, FCR, ticket deflection, automation coverage, and customer experience metrics) and lead multi-tier support teams and managers.

Key Requirements

  • •10–12+ years of IT experience, including 5+ years leading service desk or end user services organizations.
  • •Experience driving ITSM transformation or process maturity initiatives.
  • •Strong experience with enterprise ITSM platforms (ServiceNow, Freshservice, BMC Helix, Jira Service Management).
  • •Deep expertise in ITIL-aligned processes (incident, problem, change, and request management).
  • •Strong knowledge of Microsoft 365 and enterprise IT platforms, plus endpoint and identity/access management workflows.
Experience:10+ years
Education:Bachelor's in Information systems, computer science, or related field
Skills:Analytical skillsOperational skillsLeadershipCommunication
Certifications:ITIL 4 Managing ProfessionalITIL Strategic LeaderHDI Support Center DirectorLean / Six SigmaSecurity-related certification
Tech Stack:ITIL v4ITSMServiceNowFreshserviceBMC HelixJira Service ManagementMicrosoft 365Entra IDMicrosoft IntuneJamfCMDBAI virtual agentsIdentity lifecycle managementAccess governanceSOC 2PCINISTCIS frameworksCABService catalog

Company Brief

Renuity
Provides home maintenance, renovation, and property improvement services, connecting homeowners with vetted contractors and managing projects from initial quote through completion.
Industry: Construction Tech
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