Hiring: Manager, IT Service Management Company: Novolex Location: Lake Forest, IL Job Posted Time: 2026-09-03 14:43:13 Employment Type: Contract Target Skills & Keywords : ServiceNow About the job Experience: •7+ years of progressive experience in IT Service Management, service desk operations, or IT service delivery within large enterprise environments. •3+ years in a management or senior leadership role overseeing a service desk or ITSM operations team. •Solid working knowledge of ITIL-aligned operational practices, including Service Request Fulfillment, service desk performance management, and access request fulfillment. •Proven ability to manage SLA performance, analyze service metrics, and implement targeted operational improvements with measurable results. •Strong customer service orientation with a demonstrated track record of improving service quality and operational responsiveness. Required Skills: •Service Delivery Context & Business Value •As Novolex Accelerates Operations Across Manufacturing, Packaging, And Distribution, Reliable IT Service Delivery Directly Impacts Employee Productivity, Operational Continuity, And Business Confidence In IT. The Senior Manager, ITSM Delivers Measurable Value Across Four Critical Dimensions •Operational Service Reliability: Ensure IT services are available, performant, and continuously improving — minimizing business disruption through disciplined incident response and proactive operational practices. •Service Quality: Reinforce consistent, professional IT support practices that meet business expectations and sustain confidence in operational service delivery. •SLA & Performance Accountability: Own service level commitments end-to-end, driving the operational discipline to consistently achieve performance targets across all support tiers and IT service domains. •Continuous Service Improvement: Identify, prioritize, and execute improvement initiatives that reduce friction, minimize repeat incidents, and elevate service quality across the organization. •Provide senior operational oversight of the service desk function delivered through a managed services provider, ensuring service reliability, SLA attainment, and alignment with business expectations. •Serve as the senior escalation point for high-priority service desk issues, ensuring timely resolution, effective business communication, and accountable follow-through. Qualifications: •ITIL 4 Managing Professional certification or active progress toward completion. •HDI Support Center Team Lead (SCTL) or Support Center Manager (SCM) certification. •ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist — ITSM (CIS-ITSM). •Operational familiarity with enterprise governance frameworks including COBIT, ISO 20000, or SOX IT controls. •Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field required. •Equivalent combination of relevant education and progressive ITSM leadership experience will be considered. •The benefits for this role include 401(k) plan with company match, comprehensive medical, dental, and vision insurance, flexible spending and health savings accounts, paid vacation, and sick days, paid parental leave, paid holidays and wellness program Compensation: •Competitive benefits and rewards package Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!