Manager, IT Service Management (Operations & Governance)

Department Information

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Description Of Job

IMPORTANT NOTE: Please review your application to ensure completion. For the most equitable applicant experience, OIT’s hiring team considers only the contents of your application to review your qualifications. Please do not include any attachments (such as resume or cover letter) with your application as these items are not used by OIT’s hiring team.

THIS POSITION IS INTENDED AND WILL BE FILLED WITH EXISTING RESOURCES.

The Office of Information Technology (OIT) is looking for a Manager, ITSM (Operations & Governance) to lead the daily operations and long-term strategy of our service management framework. In this role, you will be responsible for the execution of your team’s functional duties, ensuring that we meet high standards of customer service while utilizing formal project management practices to help the Agency achieve its strategic goals. You will act as the primary point of contact for the IT Service Management program, coordinating diverse business groups—from Finance and Communications to the Service Desk—to ensure that our combined efforts deliver more value than any single group could achieve alone.

Responsibilities

Some of your responsibilities will include:

• Direct the daily operations and functional duties of the team to ensure consistent delivery of high-quality customer service.
• Apply formal project management methodologies to lead initiatives that align with both immediate and long-term agency objectives.
• Manage the ITSM program by coordinating diverse business groups—including finance, applications, and the service desk—to ensure a unified approach to service delivery.
• Lead staff by developing annual performance plans, conducting regular reviews, and ensuring individual metrics align with organizational goals.
• Foster an inclusive team environment built on psychological safety, encouraging participation from all members, and actively developing leadership skills related to equity and diversity.
  
  

Minimum Qualifications, Substitutions, Conditions Of Employment & Appeal Rights

A wide salary range is posted for this position and any job offer is based upon a salary analysis to comply with the Colorado Equal Pay for Equal Work Act. The salary analysis considers relevant experience, education, certifications, and state seniority as compared to others doing substantially similar work. While most salary offers are made within the posted range, occasionally an offer is made below or above the posted range based upon this salary analysis.

Minimum Qualifications

This is a skills-based job announcement. The required minimum qualifications and/or education (if substituting for the proven experience, knowledge, and skills), are as follows:

• 4 years of experience in an occupational field related to the work assigned to the position.
• Experience must include at least one year performing at the level of Senior/Lead/Matrixed Leadership in a relevant position.
  
  

Substitutions

• Additional appropriate education will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications.
• Training or Certification related to the work assigned to the position will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.
  
  

Preferred Qualifications

• Experience in an ITSM Program management role.
• Proficiency with ITSM tools such as ServiceNow.
• ITIL Foundation certification.
• Broad technical experience in networks, cloud, information security, and managed systems.
• Experience managing technical staff.
  
  

Conditions Of Employment

OIT candidates and employees must comply with any screening procedures in place at state entity locations where they might be required to perform work.

A pre-employment background check will be conducted as part of the selection process.

Positions supporting some agencies such as the Department of Corrections and the Department of Public Safety will also require a pre-employment drug test.

This position may require travel within the specified geographic area, and to locations across the state as needed.

This position may require on-call duties as needed by the position.

Supplemental Information

If this posting indicates “remote from anywhere in CO” in the title, periodic reporting to the primary state work location designated for the position is required. All remote work must be performed in Colorado.

While candidates from out of state will be considered for this role, the candidate selected for the position must relocate and reside in Colorado on the first day of their new position. A reasonable timeframe for relocation will be established on an individual basis, while considering business needs, and determining a start date.

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Visit our How to Apply webpage to learn more about our application process and what to expect after you apply.

The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness. The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities.

The Governor's Office of Information Technology is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADA Coordinator at OIT_HR@state.co.us or call (303) 764-7900.

This posting may be used to fill multiple vacancies based upon business need.

The Governor's Office of Information Technology does NOT offer sponsored Visas for employment purposes.