Information Technology Service Management Manager

Job Title: ITSM Lead – Major Incident & Infrastructure Service Management

Job Requisition: 156190

Position Type: Fulltime

Location: US - Chicago, IL

Role Summary

Seeking an experienced ITSM Lead to own Major Incident Management, Service Management Governance, and Operational Excellence across a large-scale enterprise infrastructure environment. The role requires close collaboration with customer leadership, Network, Data Center, Cloud, and Infrastructure Operations teams to ensure stable and reliable 24x7 managed services delivery.

Key Responsibilities

• Lead Major Incident Management (P1/P2) and drive rapid service restoration during critical outages.
• Coordinate incident resolution across Network, Data Center, Cloud, Security, and Infrastructure teams.
• Drive ITIL processes including Incident, Problem, Change, Event, and Service Level Management.
• Lead customer governance reviews, operational reviews, and service improvement initiatives.
• Manage escalations, executive communications, and stakeholder engagement during service disruptions.
• Drive Root Cause Analysis (RCA), Problem Management, and continuous service improvement.
• Establish operational governance and performance reporting for managed services delivery.
• Partner with Tools Engineering and Operations teams to improve observability, event management, and operational automation.

Mandatory Experience

• Infrastructure Operations Leadership experience.
• Experience managing large-scale enterprise infrastructure environments.
• Experience working with Network Services and Data Center Operations teams.
• Proven Large Managed Services Delivery Governance experience.
• Experience leading Integrated Operations Center (IOC) or similar 24x7 operational environments.
• Strong experience in Major Incident Management and ITSM operations.
• Experience supporting enterprise cloud environments including Azure and AWS.
• Experience supporting cloud transformation and modernization initiatives.
• Strong customer-facing leadership and stakeholder management skills.

Ownership Areas

• Large-scale Infrastructure Operations
• Network Services
• Data Center Operations
• Cloud Platform Management (Azure & AWS)
• Integrated Operations Center (IOC)
• Major Incident Management
• 24x7 Managed Services Delivery

Key Skills

• ITIL Service Management
• Major Incident Management
• Problem Management
• Change Management
• Service Governance
• Event Management
• Operational Excellence
• Cloud Operations (Azure & AWS)
• Observability & Monitoring Tools
• Automation & Operational Integration
• Executive Communication & Customer Management

Additional Requirements

• Excellent verbal and written communication skills.
• Strong leadership and decision-making abilities during critical outages.
• Flexible to work during weekends, holidays, and off-business hours as required for major incidents and service disruptions.
• Demonstrated ownership mindset with accountability for service availability and customer satisfaction.

Required Qualifications

Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Relevant certifications or technical training may be considered in lieu of experience.

Experience

• 15 years of experience in UNIX/Linux administration, technical support, infrastructure operations, or related areas.
• Fresh graduates with strong academic foundations and Linux exposure are encouraged to apply.

Pay and Benefits

Pay Range Minimum: $88,000 to year

Pay Range Maximum: $159,000 to year

HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year

How You’ll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.