Note: The job is a remote job and is open to candidates in USA. Concorde, Inc is a trusted leader in Employment Screening and Health Services, offering a remote-centric work environment. The ITSM Manager is a hands-on Technical Project Manager responsible for leading the execution of IT Service Management processes, ensuring effective service operations and continuous improvement while collaborating closely with various teams.
Responsibilities
- Own and lead the organization’s ITSM execution across Incident, Service, Change, and Problem Management
- Serve as Product Owner for the Agile team supporting R&D, Production Support, Delivery, and Reliability
- Lead Incident Management from alert through recovery, including:
- Incident coordination and stakeholder communication
- Root Cause Analysis (RCA)
- Emergency change coordination
- Recommendation of permanent fixes via SOP or routine changes
- Drive Service Enablement by triaging and routing standard work items across teams
- Govern Change Enablement, including:
- Managing SOP, routine, and emergency changes
- Maintaining change calendars
- Driving approval workflows and compliance
- Lead Problem Management to identify and eliminate root causes of recurring incidents
- Facilitate post-mortems and convert findings into actionable backlog items for planned work for technology teams
- Design and maintain Policy and SOP aligned workflow & runbook specifications for:
- Production Support & Triage
- Delivery & Reliability
- Develop and maintain ticket prioritization frameworks using impact × severity scoring
- Ensure production support work is reviewed and approved in alignment with the Principal Engineer
- Partner with the SAFe-aligned PMO and Enterprise Portfolio to drive coordinated execution and delivery outcomes across ITSM initiatives
- Support the definition and operationalization of service and change enablement reporting signals, enabling the CTO to deliver actionable insights to senior and executive leadership
- Manage intake, triage pipelines, and workflow optimization across ticketing systems
- Provide reporting on incidents, changes, service requests, and recurring issues
- Drive continuous improvement in reliability, service quality, and operational execution
Skills
- Strong expertise in IT Service Management (ITSM)
- Proven experience leading incident response in production environments
- Deep knowledge of change management / enablement processes
- Experience in problem management and RCA methodologies
- Ability to operate as both a Technical Project Manager and Product Owner
- Strong technical credibility with engineering, delivery, and reliability teams
- Experience designing triage workflows and prioritization frameworks
- Knowledge of impact × severity ticket ranking models
- Strong stakeholder management and communication skills
- Experience writing SOPs, workflows, and operational specifications
- High degree of organization, attention to detail, and execution discipline
- Bachelor's degree in computer science, Information Technology, Engineering, Project Management (with Technical Minor) or related field (or equivalent experience)
- 5+ years of experience in Technical Project Management, ITSM, or Production Operations
- Hands-on experience with Jira, Planes, and ticketing systems such as OS Ticket
- Experience operating within Agile environments with cross-functional responsibilities
- Proven experience designing and implementing operational workflows and service processes
- Experience operating within a SAFe / Agile Release Train (ART) environment
- Experience collaborating with PMO and Enterprise Portfolio governance structures
- Familiarity with Production Support, Delivery, and Reliability / SRE models
- Experience building operational dashboards and reporting frameworks
- Knowledge of ITIL or similar service management frameworks
Benefits
- Competitive benefits including employer-matched 401(k) and health insurance
- Remote-centric work environment
- Work-life balance
- Opportunities for professional growth, mentorship, and continuous development
Company Overview
Since 1983, Concorde has established itself as an industry leader in all facets of Employment Screening and Health Services including: Drug and Alcohol Testing, Background Screening and Occupational Health Services. It was founded in 1983, and is headquartered in Philadelphia, Pennsylvania, USA, with a workforce of 51-200 employees. Its website is https://www.concorde2000.com.