Sr IT Manager - Service Assurance & Governance

Greensboro, NC 27401

Employment Type: Direct Hire Area of Specialty: Helpdesk Manager Job Number: 7115

  Sr Manager – Service Assurance & Governance

An IT Service Manager’ s role within a company entails designing, creating and maintaining the company’ s IT services. The IT Service Manager strives to develop a reliable IT service and improve the organization' s existing IT service infrastructure.


Responsibilities Include:

  • Managing the development and maintenance the IT Service Management function and roadmap encompassing such processes as Incident, Request, Change, Configuration, Problem and Knowledge Management etc.

  • Providing a single point of contact for service management across IT and coordinating such processes as change, incident and problem management across all IT functions

  • Establish right metrics, KPIs and observations to proactively identify trends, anticipate problems, perform root cause analyses, and work across IT to implement preventative measures to ensure a best in class level of support and service

  • Ensuring that all application and infrastructure changes have an associated Request for Change (RFC) and that the appropriate impact and priority, in collaboration with change stakeholders, has been assigned to all RFCs

  • Organize Change Control with right stakeholders and meeting minutes are published and tracked

  • Ensuring that all proposed changes meet the IT release to production requirements

  • Authorizing acceptable changes and approving RFCs based on CRB meeting reviews

  • Ensuring that production changes are communicated and delivered with no business disruption

  • Issuing a schedule of future changes to IT and business stakeholders and ensuring that the Service Desk is aware of and prepared for anticipated changes and releases

  • Analyzing incident, problem and change records to continually improve service quality

  • Training IT staff on service management processes and procedures providing coaching when necessary

  • Producing regular and accurate service management reports and dashboards for IT leadership




To be recruited to the position of IT Service Manager, a candidate must have industry specific professional qualifications in addition to IT experience. The IT Infrastructure Library (ITIL) qualification is required throughout the IT Service Management hierarchy. Candidates should have a Foundation ITIL certificate, and pursue either ITIL Expert or ITIL Master Qualifications to expand the scope of their role as the IT Service Management organization matures. 


Required Qualifications

  • Demonstrated track record of managing and leading high-performance teams toward the successful attainment of challenging goals.

  • Demonstrated experience as a respected leader, influential in the organization, and a team player.

  • High political acumen and experience working with an extremely diverse customer population. 

  • High commitment to excellence, collaboration, team achievement, and effective communication. 

  • Uses and applies service management and ITIL principles, theories, and concepts to manage and provide solutions to more complex and multi-dimensional problems. 

  • Requires an in-depth knowledge of academic culture and IT organizations. 

  • Requires the ability to gather, organize, and analyze data in the completion of diverse functional assignments. 

  • Is able to resolve issues using established parameters and own judgment. 

  • Ability to manage and coordinate day-to-day service management operations and work closely with various stakeholders to ensure issues are addressed in timely fashion & in accordance to user expectations. 

  • Ability to determine project strategy and scope, lead business system analysis and designs, and develop realistic estimates and quotations for IT services. 

  • Ability to balance the long-term (or *big picture*) and short-term implications of individual decisions 

  • Ability to work in dynamic environment with competing priorities, a team player comfortable with working across other groups and collaborating with customers, stakeholders, technologists, and management. 



  • • 


  • Bachelor’ s degree in related area and/or equivalent experience/training

  • Minimum of 10+ years of relevant professional IT experience, with 5+ year in ITIL/ITSM lead role for an organization

  • Must be ITIL Certified and well versed with latest ITSM tools and industry standards 




Pattie Tsivouras
Recruiting Director, Information Technology

Pattie joined the Connors Group team in 2017. Knowing how it’s important to always try and make the right impression with each interaction; Pattie personally feels that clients look for a Recruiter who demonstrates honesty, integrity, as well as trust. When proactively developing a strategic partnership, clients want to know that they can depend on you to deliver the most qualified candidates for their current openings. As a recruiter, she embodies that value in demonstrating passion in her work; evident as they encounter the level of excitement in describing past achievements or enthusiasm in approach to find the most qualified talent for their team!

Pattie strongly feels that candidates prefer that their career is centered around their quality of life. The chance to express preferences for a new job while feeling secure helps encourage them to do what they do best. Quality candidates like to be presented with long-term opportunities where they can see how their skills align with each company. Alternately, people who just feel comfortable tend to base any opportunity on what they currently need in order to make ends meet. Pattie embodies these values by matching the candidate to a position that provides an opportunity to learn, progress, and contribute to the company. Team work is always very key when it comes to empowering an individual to hone their expertise; allowing them the chance to grow within any organization.

Summoning the courage and strength to start her own business while also starting a family is something Pattie is very proud of.  Obtaining that perfect balance is always a key challenge, but you need to totally embrace it in order to overcome it.  A Director at her former company referred to her as “fearless” …and while she never thought of herself like that, hearing the complement did make her very proud! Her goal is to continue to have a stimulating career; providing open, supportive collaboration to inspire opportunity in the market. She would like to be positioned as someone who is focused on fostering strength in others! Outside of the office, Pattie loves skiing with her family… typically taking a trip out west every year. Going bike riding and taking family vacations are great. She loves summers at a Long Island beach home, going fishing with her boys and spending time at the pool and at the beach!   

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