IT Manager- IT Service Management

Job Description:

Overview

Deriva Energy is a leading Independent Power Producer in the US renewables market, with over 6 GW of operating or under construction wind, solar and storage projects across the country. Deriva ultimate parent is Brookfield Renewable and is poised for dynamic growth across its wind, solar, and storage portfolios. Join a dynamic team committed to excellence and innovation who envision a future of energy independence using resilient, carbon-free generation. We offer competitive compensation, comprehensive benefits, and the opportunity to make a significant impact in the rapidly evolving renewable energy industry. Deriva empowers customers with innovative clean energy solutions that strengthen communities and serve future generations.

Position Summary

The IT Manager, IT Service Management (ITSM) is responsible for leading and maturing Deriva Energy's IT Service Management function. This role provides governance and ownership of core ITSM processes including Incident Management, Major Incident Management, Problem Management, Change Management, Configuration Management (CMDB), Knowledge Management, and the IT Service Catalog while driving continual improvement through ServiceNow. The ITSM Manager serves as the primary owner of the ServiceNow platform and ITSM processes, ensuring IT services are delivered consistently, efficiently, and in alignment with business objectives. This position partners closely with End User Services, Infrastructure, Cybersecurity, Enterprise Applications, Telecom, and business stakeholders to improve service delivery, operational effectiveness, automation, reporting, and user experience.

This role will be based at Deriva Energy Headquarters, located in Charlotte, NC.

Main Responsibilities

IT Service Management Leadership

• Lead the organization's IT Service Management strategy, governance, and continual service improvement initiatives

• Develop and maintain ITSM policies, standards, procedures, and operational processes

• Establish service management metrics, KPIs, dashboards, and executive reporting

• Promote adoption of ITIL best practices across the IT organization

ServiceNow Platform Ownership

• Serve as the business owner for the ServiceNow platform

• Define platform governance, standards, workflows, and process automation opportunities

• Partner with ServiceNow administrators, developers, and technical teams to prioritize enhancements and improvement

• Ensure ServiceNow capabilities support organizational service management objectives

Incident & Major Incident Management

• Own and govern the Incident Management process

• Lead Major Incident response, escalation, communication, and service restoration activities

• Facilitate post-incident reviews and corrective action planning

• Monitor incident trends and drive service reliability improvements

Problem Management

• Establish and manage the enterprise Problem Management program

• Lead root cause analysis efforts and corrective action planning

• Identify and eliminate recurring service issues

• Track and report on problem management effectiveness

Change Management

• Own and govern the Change Management process

• Facilitate Change Advisory Board (CAB) activities

• Improve change success rates while reducing operational risk

• Ensure proper planning, testing, communication, and documentation standards are followed

Configuration Management (CMDB)

• Establish governance and ownership standards for the Configuration Management Database (CMDB)

• Ensure configuration data quality, accuracy, and completeness

• Maintain visibility into infrastructure, applications, services, and dependencies

• Support Incident, Problem, Change, and Asset Management processes through effective CMDB governance

Knowledge Management

• Develop and maintain enterprise Knowledge Management standards and processes

• Improve knowledge sharing and self-service capabilities

• Ensure knowledge content remains accurate, relevant, and current

Service Catalog Management

• Own and govern the Deriva IT Service Catalog

• Standardize request fulfillment processes, approvals, workflows, and service offerings

• Identify opportunities to improve user experience and automate service delivery

Leadership & Collaboration

• Provide leadership, coaching, and development for assigned personnel and service management resources

• Build strong partnerships across IT and business teams

• Support succession planning, cross-training, and organizational maturity initiatives

• Foster a culture of accountability, service excellence, and continuous improvement

Basic Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field

• Six (6) years or more of progressive experience in network or telecom engineering, including at least two (2) years or more of direct reports/leadership

• In lieu of a bachelor's degree; an associate's degree in a related field AND eight (8) years or more of related work experience

• In lieu of an associate's degree; HS/GED degree AND eight (8) years or more of related work experience

Desired Qualifications

• Seven (7) years or more of experience in IT Service Management, IT Operations, Service Delivery, or related disciplines

• Three (3) years or more of leadership or management experience

• Strong knowledge of ITIL and IT Service Management best practices

• Experience leading Incident, Problem, Change, and Service Delivery processes

• Experience working with ServiceNow ITSM solutions

• Strong communication, analytical, and stakeholder management skills

• ITIL Foundation or higher certification

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Implementation Specialist (CIS-ITSM)

• Experience managing ServiceNow administrators, developers, or platform resources

• Experience implementing or maturing CMDB, Knowledge Management, Service Catalog, and Major Incident Management programs

• Experience within the energy, utilities, or critical infrastructure industries

Working Conditions

• This position is located in Charlotte, NC

• Relocation assistance may be available for well-qualified candidates to support a smooth transition to the area

• This is an onsite position with option to work remotely one day per week

Benefits

• Health Insurance

• Dental Insurance

• Vision Insurance

• 401(k) with matching

• Employee assistance program

• Flexible spending account

• Life insurance

• Paid time off

• Parental leave

Additional Information:

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Deriva welcomes veterans of the United States Armed Forces to apply for this position. Deriva includes veterans of all branches and a diverse set of occupational specialties. We value the independent thinking, problem solving, leadership, and teamwork that our veterans have developed through their service. We welcome applications from any service and any military occupational specialty.

Deriva Energy is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.