IT Service Manager

Job Overview: This role will be responsible for overseeing the planning, design, implementation, and maintenance of Fortrea’s IT service management framework. It will play a critical role in ensuring the delivery of highquality IT services to support the organization's operations and strategic objectives. The ideal candidate will possess strong leadership skills, extensive knowledge of IT service management processes, and a proven track record of successfully operating within a managed services driven operating model. Summary of Responsibilities: Define, develop and implement IT service management strategies, policies, and procedures to ensure the efficient and effective delivery of IT services. Define and document IT service management processes, including incident management, problem management, change management, and service request management, ensuring adherence to industry best practices (ITIL framework). Oversee day-to-day performance and outcomes of the ITSM managed service provider. Establish and maintain strong relationships with key stakeholders, including internal IT teams, business units, and external vendors, to align IT services with business needs and objectives. Define and document IT service management processes, including incident management, problem management, change management, and service request management, ensuring adherence to industry best practices (ITIL framework). Define and document IT Disaster Management planning. Monitor and analyze service management performance metrics, identify areas for improvement, and implement corrective actions to enhance service delivery towards increased satisfaction. Contribute to the implementation of service management tools and technologies, ensuring they align with organizational requirements and support the delivery of IT services. Collaborate with cross-functional teams to identify and resolve complex technical issues, ensuring timely resolution and minimal disruption to business operations. Conduct regular audits and reviews of IT service management processes, policies, and controls to ensure compliance with internal standards and external regulations. Stay abreast of industry trends and developments in IT service management, proactively recommending and implementing improvements to enhance service quality and efficiency. Foster a culture of continuous improvement and innovation within the IT service management team, encouraging collaboration, knowledge sharing, and professional development. All other duties as needed or assigned. Qualifications (Minimum Required): Bachelor’s degree in information technology, computer science, or related fields. Fortrea may consider relevant and equivalent experience in lieu of educational requirements. ITIL (Foundation, Practitioner, Service Manager) Certification v3 (v4 preferred). Experience (Minimum Required): 8-10 years of experience in IT service management, with focus on definition and delivery. Strong grasp of ITSM ITIL principles and methodologies (v3 and v4). Proven track record of successful delivery within a managed service provider operating model. Proficient in the use of IT service management tools and technologies. Experience with ServiceNow (a must) or emerging technology vendors, with implementation experience a plus. Excellent analytical, problem-solving, and decision-making skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment. Experience in design, management, and testing of IT Disaster Recovery plans. Experience in management of IT Change Management process. Experience in project management and knowledge of agile methodologies is a plus. Exceptional written and verbal communication and interpersonal skills. Demonstrated ability to partner with business stakeholders and navigate across conflicting priorities to balance critical tactical and strategic needs. Demonstrated ability to effectively collaborate and communicate with a variety of audiences and stakeholders including executive management, business leaders, IT peers, and colleagues. Strategic thinker, with demonstrated ability to work in a broad and top-down manner with a fair amount of ambiguity at the center. Results-orientation with the proven ability and reputation for developing plans and implementing them successfully. Self-directed, self-motivated, and driven who can fill in the gaps as to what is needed, and to drive expected results. Preferred Qualifications Include: Experience in the Pharma/CRO/Life Sciences space. Experience with managed service providers. Learn more about our EEO & Accommodations request here. Didn’t find what you were looking for? Join our Global Talent Network to stay connected with Fortrea, drive innovation and contribute to our mission of advancing life-saving therapies for patients worldwide. Follow us and stay updated about Fortrea on LinkedIn, Facebook, X, Instagram, YouTube and Glassdoor. At Fortrea, we're all about turning the “impossible” into "I'm possible." Together, we break barriers to deliver exceptional service to our patients, fueled by a shared commitment to teamwork and excellence. Regardless of your role, we're all family, working together to achieve extraordinary results. At Fortrea, your career isn't just a job – it's a journey of making the exceptional possible, every day.