Manager, IT Service Management Office
11/25/2025Locations East Berlin, Connecticut; Windsor, Connecticut; Westwood, Massachusetts
Job Description
Manager, IT Service Management Office
11/25/2025Locations: East Berlin, Connecticut; Windsor, Connecticut; Westwood, Massachusetts
Eversource will not offer immigration-related sponsorship for this position. Applicants who require immigration sponsorship—either now or in the future—should not apply. This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.).
HYBRID WORK POLICY
Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature ofworkand team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject tochange, basedon managerial discretion and work performance. All applicants must be able towork up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change.
Manager, IT Service Management Office (SMO) & ServiceNow Platform
Position Summary:
The Manager of the IT Service Management Office (SMO) and ServiceNow Platform is responsible for leading the organization’s IT service management strategy, governance, and operations. This role oversees the design, implementation, and continuous improvement of ITIL-based processes, ensuring alignment with business objectives. Additionally, the manager owns the ServiceNow platform roadmap, administration, and optimization to deliver efficient, automated, and scalable IT services at Eversource.
Key Responsibilities:
Service Management Office (SMO):
- Establish and maintain IT Service Management (ITSM) governance, policies, and standards.
- Drive adoption and maturity of ITIL processes (Incident, Problem, Change, Request, Knowledge, Event, CMDB, Asset, BCM, SPM, APM, TPM and other processes).
- Monitor and report on ITSM performance metrics and KPIs to ensure service quality and compliance from managed services and internal IT services.
- Collaborate with business and IT stakeholders to align service management practices with organizational goals.
- Lead continual service improvement initiatives across IT services.
- Manager of service management team and managed services vendors.
- Provide storm and emergency response services.
ServiceNow Platform Management:
- Own the ServiceNow platform strategy, roadmap, and lifecycle management.
- Oversee platform administration, configuration, and integration with other enterprise systems.
- Ensure platform stability, security, and compliance with organizational standards.
- Manage ServiceNow development team and coordinate enhancements, upgrades, and new module implementations.
- Evaluate and implement automation opportunities to improve IT service delivery utilizing an Agile methodology.
Leadership & Core Competencies:
- Manage and mentor a team of ITSM professionals and ServiceNow developers/administrators.
- Partner with IT leadership to align SMO objectives with enterprise IT strategy.
- Act as a key liaison between IT operations, business units, and vendors.
- Strategic thinking and ability to align IT services with business needs.
- Strong analytical and problem-solving skills.
- Ability to lead cross-functional teams and drive organizational change.
- Vendor and contract management experience.
Technical Knowledge/Skill/Education/Licenses/Certifications:
Technical Knowledge/Skill:
Education:
- Baccalaureate degree or equivalent
Experience:
- 10 or more years of experience in IT and management with at least 3 years in a leadership role.
- Strong knowledge of ITIL 4 framework; ITIL certification required
- 5+ years of proven experience managing ServiceNow platform
- Excellent leadership, communication, and stakeholder management skills.
- Experience with process improvement methodologies (Lean, Six Sigma) is a plus.
Licenses & Certifications:
- ITIL certification required.
- Lean Six Sigma certification preferred.
Working Conditions:
- Must be available to work emergency storm assignment as required.
- Must be available to travel between MA/CT/NH as necessary.
#corpajd
#LI-RL1
Competencies:
Build trusting relationships
Manage and develop people
Foster teamwork and cross-functional collaboration
Lead change
Communicate strategic vision
Create an engaged workforce
Focus on the customer
Take ownership & accountability
Compensation and Benefits:
Eversource offers a competitive total rewards program.Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive.The annual salary range for this position is:
Worker Type:
RegularNumber of Openings:
1Emergency Response:
Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.
EEO Statement:
Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.
VEVRRA Federal Contractor
Overview
Eversource is always looking for employees who share the values that help make us one of the leading energy companies in the country. Our Corporate areas work collaboratively and strategically with all areas of the business to set policy and drive strategic direction. We create value for our business areas by delivering consistent, quality, cost-effective services, and leading change to build a more engaged workplace and a performance culture. You'll have a variety of opportunities to further your career. We have a great working environment, excellent compensation and benefit programs, and opportunities for growth and development.
Learn more about careers in IT, Finance/Accounting, Legal, Human Resources and Corporate Relations.
About us
We are Eversource
Success Profile
What makes a successful Corporate member?
Check out the top traits we're looking for and see if you have the right mix.
- Collaborative
- Customer Focus
- Team Player
- Adaptable
- Detail Oriented
- Positive
Culture
Our goal is to remain the best energy company in the nation, and to be the first with carbon-neutral operations by 2030.
We will achieve this by embracing perspectives our employees bring to the table. We are committed to:
- Fostering a workplace where all employees, customers, and stakeholders are respected and valued.
- Leveraging the unique talents, perspectives, and life experiences of every employee to drive our ongoing success.
- Attracting, developing, and retaining a workforce capable of meeting the evolving needs of our customers while delivering reliable energy and exceptional service.
Over the past year, Eversource and employees contributed:
103 events with more than 23,000 hours and 4,900 employees—that's what Eversource volunteers accomplished in 2021 to help our communities across CT, NH, and MA. Whether it was collecting food for the holidays, passing out food in a local kitchen, or pulling trash out of the Connecticut River, we were there. Take a look at some highlights in this video.
Employee Testimonials
Kara, Manager of Financial
Planning & Budgets
Meet Kara
“I joined Eversource 11 years ago as an intern in the Accounting division and then full time after graduating from Roger Williams University with a degree in Accounting. It was an easy decision to work here because I felt the culture was a perfect fit for me. Eversource puts its customers and employees first and I find there is a great work life balance here.
In my current role as Manager of Financial Planning & Budgets, I support multiple organizations to help them achieve their business objectives, strategic initiatives, and remain on track with their budget goals. While doing so, I learn a lot about different organizations and get to work with a diverse group of individuals. There is so much to learn about Eversource and the Utility industry and I continue to be challenged and learn something new every day.”
Job Description
Manager, IT Service Management Office
11/25/2025Locations: East Berlin, Connecticut; Windsor, Connecticut; Westwood, Massachusetts
Eversource will not offer immigration-related sponsorship for this position. Applicants who require immigration sponsorship—either now or in the future—should not apply. This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.).
HYBRID WORK POLICY
Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature ofworkand team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject tochange, basedon managerial discretion and work performance. All applicants must be able towork up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change.
Manager, IT Service Management Office (SMO) & ServiceNow Platform
Position Summary:
The Manager of the IT Service Management Office (SMO) and ServiceNow Platform is responsible for leading the organization’s IT service management strategy, governance, and operations. This role oversees the design, implementation, and continuous improvement of ITIL-based processes, ensuring alignment with business objectives. Additionally, the manager owns the ServiceNow platform roadmap, administration, and optimization to deliver efficient, automated, and scalable IT services at Eversource.
Key Responsibilities:
Service Management Office (SMO):
- Establish and maintain IT Service Management (ITSM) governance, policies, and standards.
- Drive adoption and maturity of ITIL processes (Incident, Problem, Change, Request, Knowledge, Event, CMDB, Asset, BCM, SPM, APM, TPM and other processes).
- Monitor and report on ITSM performance metrics and KPIs to ensure service quality and compliance from managed services and internal IT services.
- Collaborate with business and IT stakeholders to align service management practices with organizational goals.
- Lead continual service improvement initiatives across IT services.
- Manager of service management team and managed services vendors.
- Provide storm and emergency response services.
ServiceNow Platform Management:
- Own the ServiceNow platform strategy, roadmap, and lifecycle management.
- Oversee platform administration, configuration, and integration with other enterprise systems.
- Ensure platform stability, security, and compliance with organizational standards.
- Manage ServiceNow development team and coordinate enhancements, upgrades, and new module implementations.
- Evaluate and implement automation opportunities to improve IT service delivery utilizing an Agile methodology.
Leadership & Core Competencies:
- Manage and mentor a team of ITSM professionals and ServiceNow developers/administrators.
- Partner with IT leadership to align SMO objectives with enterprise IT strategy.
- Act as a key liaison between IT operations, business units, and vendors.
- Strategic thinking and ability to align IT services with business needs.
- Strong analytical and problem-solving skills.
- Ability to lead cross-functional teams and drive organizational change.
- Vendor and contract management experience.
Technical Knowledge/Skill/Education/Licenses/Certifications:
Technical Knowledge/Skill:
Education:
- Baccalaureate degree or equivalent
Experience:
- 10 or more years of experience in IT and management with at least 3 years in a leadership role.
- Strong knowledge of ITIL 4 framework; ITIL certification required
- 5+ years of proven experience managing ServiceNow platform
- Excellent leadership, communication, and stakeholder management skills.
- Experience with process improvement methodologies (Lean, Six Sigma) is a plus.
Licenses & Certifications:
- ITIL certification required.
- Lean Six Sigma certification preferred.
Working Conditions:
- Must be available to work emergency storm assignment as required.
- Must be available to travel between MA/CT/NH as necessary.
#corpajd
#LI-RL1
Competencies:
Build trusting relationships
Manage and develop people
Foster teamwork and cross-functional collaboration
Lead change
Communicate strategic vision
Create an engaged workforce
Focus on the customer
Take ownership & accountability
Compensation and Benefits:
Eversource offers a competitive total rewards program.Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive.The annual salary range for this position is:
Worker Type:
RegularNumber of Openings:
1Emergency Response:
Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.
EEO Statement:
Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.
VEVRRA Federal Contractor
