Essential Functions:

Customer Experience, Service Delivery & Continuous Improvement

Ensure high-quality IT support and service delivery to end users and business units. Monitor, implement, manage service performance metrics Drive service improvements by analyzing trends, identifying recurring issues, and implementing preventive measures, including overseeing root cause analysis (RCA) for major incidents and ensuring implementation of corrective actions. Collaborate with cross-functional teams to enhance IT service performance and end-user experience. Conduct regular service reviews with stakeholders to ensure alignment with business needs and expectations. Identify potential risks and implement mitigation strategies to enhance service resilience. Act as an escalation point for critical IT issues and drive rapid resolution.

Team Leadership & Development

Lead, mentor, and develop a team of IT professionals, ensuring high performance and collaboration. Foster a culture of innovation, accountability, and continuous improvement. Manage resource allocation, training, and succession planning to build a strong IT team. Establish key performance indicators (KPIs) and metrics to measure execution, service effectiveness and drive improvements.

ITIL Framework & Service Management

Oversee the adoption, execution and governance of ITIL best practices across IT operations. Ensure alignment of ITSM processes with business objectives to improve service quality and efficiency. Continuously assess, refine, and optimize incident, problem, change, release, and service request management processes.

Stakeholder Engagement & Communication

Act as a liaison between IT and business units, ensuring clear communication of service performance and improvements. Provide senior management with reports, insights, and recommendations on service delivery and operational enhancements. Work closely with IT leadership to align ITIL processes with overall IT strategy.

Vendor Management

Work closely with IT Procurement to manage strategic vendors, contracts, licenses and relationships Manage 3rd party budget, spend and invoices Collaborate with vendors and service providers to ensure effective implementation of the tools, services, and software.

Compliance and Risk Management

Comply with ABM Code of Conduct Ensure IT services comply with IT policies, security policies, industry regulations, and best practices Participate in internal and external audits.

Qualifications – Education & Experience:

Bachelor’s degree in Information Technology, Computer Science, or a technology related field. 7+ years of IT experience, including leadership experience.  Experience with operationalizing and managing IT Managed Services contracts Experience with managing contracts and vendors, including negotiating and managing service level metrics Proven ability to lead and develop high-performing teams. ITIL v4 certification (Expert or Master level preferred), PMP or other relevant certifications a plus. Deep understanding and experience with operationalizing ITSM frameworks, ITIL processes, and service management tools Strategic thinking and vision with a focus on operational efficiency and user experience. Proven experience with reporting, monitoring and managing operational SLAs, Metrics, KPIs  Strong project/program management skills with experience leading multiple projects. Self-starter, willing to take initiative. Strong work ethic coupled with sense of ownership and accountability for one’s work.

Qualifications – Other Skills, Abilities & Knowledge:

Exceptional leadership skills Critical thinking and problem-solving ability, with root cause resolution and automation mindset Exceptional delivery and execution skills with attention to detail. Strong analytical, organizational skills Excellent communication, customer service and stakeholder management skills. Strong interpersonal skills and ability to influence other team members both internally and externally. Ability to manage and resolve conflict Ability to work independently and collaboratively in a fast-paced environment Ability to manage and handle complex issues in a professional manner. Ability to lead technical discussions and transition from high level to details seamlessly Ability to multi-task, prioritize and handle multiple requests Ability to align ITIL processes with business objectives and drive transformation.

Working Environment and Travel Requirements:

This is an onsite role with 30% travel and on call requirements.

Pay:  $152,000-$210,865

The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicant’s education, experience, skills, abilities, geographic location, and alignment with market data.

You may be eligible to participate in a Company incentive or bonus program.

Benefit Information:

ABM offers a comprehensive benefits package.  For information about ABM’s benefits, visit:

ABM 2025 Employee Benefits | Staff & Management