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Senior Manager, IT Service Management


Lowell - Massachusetts - USA



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As part of the Global Cloud Operations team this position will work cross functionally with Global Services, Engineering, Cloud Hosting and Management in the effective delivery of Kronos Cloud SaaS offerings. Requires independent decision making; offers recommendations and solutions; action oriented; meets deliverables with minimal supervision. The Sr. Manager of IT Service Management (ITSM) provides leadership for the ITSM team. Supporting, developing and managing the ITSM processes and procedures (including though not limited to IT Change Management, Incident Management, Problem Management). Responsible for ensuring that ITSM best practices are integrated into our service management processes. Monitor and improve customer satisfaction with the quality of service delivered with the continued development, improvement and integration of polices, standards and procedures that support the service management processes. Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.

Senior Manager - Manages a team, possibly including individual contributors, Sr. Managers or other leaders (project, team or tech leads), possibly over multiple projects or functions. Responsible for short term resource allocation. Helps to establish operational goals and determines how to use resources to effectively meet goals. Involved in developing, modifying and implementing policies and procedures that affect immediate organization, and may also impact other areas or groups. Beginning to provide input into functional strategy. Works with their team to help translate organizational vision and strategy into action. Understands own strengths and weaknesses and the strengths and weaknesses of staff. Leverages that knowledge to optimize results and to create conditions for motivation. Fosters a culture of mentoring and shared learning. Skilled leader. Starting to contribute to building the organizations leadership pipeline. Cross-trains individuals to maximize team effectiveness and prevent single points of failure. Works under minimal supervision with wide latitude for decision making within a defined scope of responsibility.

Regular Tasks (but not limited to):
• Understand and assess the current ITSM processes and tools, identify gaps based on ITSM best practices, and provide recommendations
• Design ‘To-Be’ Service Management processes, tailored to clients’ specific business needs, strengths, opportunities and challenges
• Develop ITSM tool requirements based on the service-centric and process-focused IT department vision
• Facilitate process and tool implementation and adoption
• Assist in developing process automation/ implementation strategy, training and communication plan
• Conduct training, provide coaching and mentoring, and support process institutionalization
• Manage the overall delivery, monitor toll gates and report to the management as appropriate
• Monitor process and tool compliance, suggest improvements in the deployed process and tools, and support continual process improvement
• Lead, support, develop, and mentor delivery team’s on-shore, near-shore, and offshore ensuring the highest level of customer satisfaction throughout every stage/phase of the engagement.
• Work within various cloud groups and help then in defining the innovative offerings as part of Cloud Service Excellence process offerings as per ITSM frameworks.
• Communication: Communicates with and coordinates activities with Senior Cloud Leadership w.r.t entire ITSM framework.
• Work in designing ITSM Dashboards for customers and all ITSM related projects and deliverables.
• Resource Management: Manage team of ITSM Specialists providing support to all Cloud & Hosted groups.
• Develops and drives a program for optimizing the global management of Critical Incidents and Problems to eliminate them from the environment. Program will include process activities including detection, communication, gathering the appropriate resources, triaging, closure, transition to Problem Management, and the implementation of corrective actions to prevent a future, recurring outage.
• Implements effectiveness and adoption key performance indicators and institutes corrective actions to increase global Cloud adoption.
• Develops and implements global Cloud operations performance metrics across several dimensions and for multiple audiences. Manages a team to ensure the accurate and timely distribution of the performance metrics to global stakeholders. Advises stakeholders in developing corrective actions to improve Cloud Operations performance.
• Creates the Cloud ITSM 2-3 year strategic roadmap by gaining input from multiple stakeholders within IT and the Business. Strategic roadmap will include advanced ITSM best practices to ensure high quality Kronos Cloud services competencies such as Service Catalog, Availability, and Capacity Management.


• 15 plus years of professional experience in a SaaS or Managed Service environment involving a geographically distributed support model; including 10+ years’ experience at the manager level or higher in an ITSM operations function.
• BS/BA degree in Computer Science or related discipline
• Proven experience in multiple, successful ITSM implementations for large scale IT organizations.
• Hands-on experience in developing ITSM processes and training IT associates in the adoption of ITSM framework such as the ITIL framework.
• Strong understanding of industry best practices and benchmarks for IT operations performance.
• Ability to create presentations and confidently present to leaders at all levels in the organization.
• Service Management practitioner with experience doing policy, process, procedure and RACI work. Will need to see sample work products.
• Prior experience working in or with a service provider operations environment. Looking for the candidate to have actually performed service operation roles. This experience could have been in a NOC, TAC, Engineering team, Data Center, or other service support organization.
• Experience working with virtual/cloud technologies. Looking for the candidate to have a working knowledge and understanding of virtual environments, infrastructures, technologies, and products.
• Experience in designing and Implementing large scale solutions for Cloud / Hosted Solutions
• Experience overseeing Operational teams & activities in support of a Customer Hosted SaaS environment (Single/Multi-tenant)
• Understanding and experience using enterprise management tools like Service Now, Catchpoint, Splunk, CyberArk, etc.
• Experience managing help desk workflows, processes and SLA matrix utilizing industry standard ITSM tools
• ITIL Practitioner required; ITIL Master preferred


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! 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. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Equal Opportunity Employer

Kronos is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.

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For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 (978) 250 9800.