Senior Manager, ITSM & Service Desk (Remote)

Role Overview

Senior Manager, ITSM & Service Desk will lead Kohl’s internal Service Management function and govern a managed Service Desk provider (MSP). The role focuses on ITSM operating model, process governance, reporting, and continuous improvement—ensuring strong execution across Incident, Change, Disaster Recovery, and CMDB.

Responsibilities

Team Leadership & Development

• Lead a team of ~9 ITSM subject matter experts (SMEs) to drive service management maturity.

ITSM Governance & Maturity

• Govern and mature Incident, Change, and Disaster Recovery practices (standards, workflows, controls, roles, operating cadence).
• Establish strong CMDB governance to ensure data quality, completeness, and compliance with configuration standards.
• Reduce process friction/variance to improve predictability and compliance.
• Govern ServiceNow as the system of record for these processes (partnering with the platform team on workflows, reporting, data quality, and adoption).
• Lead continuous improvement programs to improve KPIs such as:
  • Cycle times, SLA attainment
  • Repeat incidents, change success
  • Auditability, DR outcomes
• Own the strategic definition and governance of the IT Service Catalog to standardize request fulfillment and improve ITSM reporting.
• Serve as the primary interface for internal/external IT audits (e.g., SOX) ensuring controls for Incident, Change, and Configuration Management are compliant and well-documented.

Operational Reporting & Cross-Functional Partnerships

• Publish operational scorecards including:
  • Service Desk CSAT, call/handle time, abandonment, FCR
  • Incident SLAs
  • DR readiness and operational excellence measures
• Partner with SRE, Infrastructure, Security, and product engineering to improve cross-team execution (change quality, incident hygiene, DR planning/testing).

Managed Service Desk (MSP) Oversight

• Manage the MSP relationship:
  • Enforce SLAs/KPIs
  • Run performance reviews/QBRs
  • Drive service quality expectations and ensure corrective actions close
• Establish and govern Knowledge Management (KM) strategy to improve article quality/maintenance and drive:
  • Higher First Call Resolution (FCR) and CSAT
  • End-user self-service adoption
• Drive shift-left initiatives focused on self-service and automation to reduce ticket volume.

Success Metrics (First 12–18 Months)

• ITSM/Service Desk performance is transparent, trusted, and improving month over month.
• Better SLA attainment with reduced variability for Incident/Change.
• Higher CSAT/FCR with reduced abandonment/backlog through MSP governance and QA.
• Improved and tested DR posture with rising readiness scores and fewer surprises.
• CMDB data quality/completeness visibly maintained to support accurate decision-making.

Required Qualifications

• 8+ years in IT operations/service management with deep hands-on ITSM domain knowledge.
• 3+ years leading teams (requirements continue in the posting but is truncated here).