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Manager, IT Service Management


Lowell - Massachusetts - USA



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Corporate overview

You’re empowered when you’re a Kronite

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance — to live inspired. In fact, it’s expected! Whether you’re playing foosball in one of our game rooms, working up a healthy sweat in group fitness classes, or videoconferencing with Kronites thousands of miles away, you’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond.


Kronos is the global leader in workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. Tens of thousands of organizations in 100 countries – including more than half the Fortune 1000® - use Kronos time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics applications.  Kronos customers include enterprises large and small across diverse industries worldwide including retail, hospitality, healthcare, manufacturing, public sector, services, and distribution.


Kronos is a privately held company and was founded in 1977. Headquartered in Chelmsford, Massachusetts, Kronos employs more than 5,000 people worldwide.


Kronos is an Equal Opportunity Employer.


Position Description

The Manager of IT Service Management (ITSM) will provide leadership in managing the administration, maintenance, development, and implementation of policies and procedures for delivering the highest level of service to Kronos Cloud customers. Manages department structure, recruitment, performance management, and development. Actively contributes to the strategic planning process.
The primary responsibilities of the Manager of ITSM include managing the service catalog and costs, quality and value of service delivery. This includes definition and alignment of IT services and working with all stakeholders to improve processes and metrics to ensure SLA’s and customer satisfaction goals are met. This person will leverage ITIL and ITSM best practices and ensure IT service delivery meets our customers’ needs.

The Manager of ITM generally has the following responsibilities:
•Responsible for the operational management of ITIL processes including incident, change, problem, configuration, and asset management.
•Provide strong ITIL guidance to ensure processes meet business objectives and are executed at the highest quality level.
•Define Service Level Agreements between business units and Cloud IT Service Management
•Monitor high priority incidents to ensure root cause is identified to drive the reduction of incident recurrence.
•Develop and maintain ITIL policies and process documents
•Define processes to maintain an up-to-date and accurate CMDB
•Provide configuration data to other non-ITIL operational entities
•Define and execute service reporting, including monthly customer SLA reporting
•Facilitate monthly Operational Review meetings with ITSM leadership to drive potential service and process improvements
•Manage the ITSM team both domestically and internationally



•Bachelor’s degree in Computer Science, Engineering or equivalent experience.
•Strong customer service orientation.
•Significant experience managing crises, preferably within the SaaS industry
•Proven management and technical delivery experience. Ability to manage technical projects to full completion; self-driven with a keen technical mind and excellent problem-solving skills.
•Proven experience creating, championing and managing processes, procedures and policies.
•Strong management and leadership skills, excellent organization skills and attention to detail. Ability to collaborate and identify/resolve conflicts or barriers to effective teamwork.
•Excellent planning, organizational and communication skills and ability to build successful relationships across a wide range of IT teams, business unit leads and senior management.
•Ability to develop and deliver effective plans and presentations across all levels of the business.
•Soft skills to promote effective decision making, conflict management, team building and teamwork.
•Familiarity with compliance or regulatory frameworks (e.g. SOC, SOX, PCI, etc.)
•Excellent listening, interpersonal, written, and oral communication skills.
•Excellent critical thinking skills.
•Advanced computer operating and trouble identification and mitigation skills.
•Logical and efficient, with keen attention to detail.
•Combination of experience working within small/large international businesses.
•Experience working in a team-oriented, collaborative environment.
•Knowledge of applicable data privacy practices and laws.
•7+ years of experience with IT Service Management
•Knowledge and certifications in ITIL and ITSM
•This candidate must be effective in managing through influence across all business stakeholders.
•Coaching and training for ITSM stakeholders to ensure appropriate understanding of the Service Catalog and Request Management system and its relationship to Configuration Management, Incident Management, Asset Management and other key IT processes

Key Interactions

•Cloud Operations
•Global Support
•Global Services
•Product Management
•Executive Leadership

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.