ITSM Manager

About MasterControl:

MasterControl Inc. is a leading provider of cloud-based quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring life-changing products to more people sooner. The MasterControl Platform helps organizations digitize, automate and connect quality and compliance processes across the regulated product development life cycle. Over 1,000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development, clinical trials, regulatory affairs, quality management, supply chain, manufacturing and postmarket surveillance. For more information, visit www.mastercontrol.com.

Summary

The ITSM Manager will oversee and optimize IT service management processes and operations. This role involves ensuring effective IT service delivery, implementing best practices, and driving continuous service improvement initiatives across the organization. 

Key Responsibilities

• Lead and develop the ITSM strategy aligned with organizational objectives. 
• Oversee the implementation and maintenance of operational incident, knowledge, change, and problem processes and frameworks. 
• Manage and optimize engineering operations, incident management, and problem management. 
• Direct change management and support release management processes. 
• Monitor and improve service level agreements (SLAs) and operational level agreements (OLAs). 
• Develop and maintain ITSM policies, procedures, and documentation. 
• Analyze service metrics and prepare regular reports for senior management. 
• Drive continuous service improvement initiatives. 
• Ensure compliance with industry standards and best practices. 

Required Qualifications

• 7+ years of IT experience with 5+ years managing ITSM processes. 
• Strong understanding of ITSM tools and technologies. 
• Experience with major ITSM platforms (ServiceNow, BMC Remedy, or similar). 
• Proven track record in implementing and improving ITIL processes. 
• Strong leadership and team management skills. 
• Excellent communication and stakeholder management abilities. 
• Problem-solving and analytical skills. 

Preferred Qualifications

• ITIL v4 Foundation certification (higher-level ITIL certifications preferred). 
• Additional certifications (PMP, PRINCE2, Six Sigma). 
• Experience with engineering governance frameworks (COBIT, ISO 20000). 
• Knowledge of agile methodologies. 
• Experience with digital transformation initiatives. 

Skills and Competencies

• Change management expertise. 
• Risk management knowledge. 
• Business process improvement capabilities. 
• Customer service orientation. 
• Budget management experience. 
• Strong presentation and facilitation skills. 

Why Work Here?

#WhyWorkAnywhereElse?

MasterControl is a place where Exceptional Teams come together to do their best work. In fact, hiring Exceptional Teams is a core value of ours. MasterControl employees are surrounded by intelligent, motivated, and collaborative individuals. We like to call it #TheBestTeamOnThePlanet.

We work hard to develop and challenge our employees' skillsets, recognize their contributions, encourage professional development, and offer a one-of-a-kind culture. This is why we say #WhyWorkAnywhereElse?

MasterControl could be your next (and last) career move!

Here are some of the benefits MasterControl employees enjoy:

• Competitive compensation
• 100% medical premium coverage (yes, you read that right!)
• 401(k) plan with company match
• Generous PTO packages that increase with tenure
• Schedule flexibility
• Fitness clubs (you get paid to have fun and be active!)
• Company parties and employee recognition programs
• Wellness programs (free Fitbit, gym membership and athletic shoe reimbursements, etc.)
• Onsite physician and massage therapist
• Innovation center and gaming rooms at the office
• Dental/vision plans
• Employer paid life insurance policy
• Much, much more!

Applicants must be currently authorized to work in the United States on a full-time basis.

MasterControl is an Equal Opportunity Employer. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact [email protected] or call (801) 942-4000 and ask to speak with a member of Human Resources.
Equal Opportunity Employer, including disability and protected veteran status