Head of IT Service Management

As the Head of IT Service Management, you will lead and shape the enterprise-wide Incident, Problem, Configuration, Availability, Change, and Service Level management processes to enhance IT service delivery and operational excellence. Your strategic leadership will ensure quick incident resolution, effective problem analysis, and a focus on resiliency and reliability. Leveraging your expertise, you will oversee the development and continuous improvement of ITSM processes and standards, lead process improvement initiatives, and champion a culture of service excellence. This role involves building and mentoring a high-performing ITSM team while aligning with the company’s strategic goals and industry best practices.

Primary Responsibilities

• Lead ITSM Program Development: Define and execute a comprehensive ITSM strategy aligned with business goals, incorporating best practices and governance to enhance service delivery and operational efficiency.
• Manage IT Service Catalog: Develop and maintain an IT Service Catalog, including service descriptions, operating procedures, and performance metrics, mapping service dependencies and asset relationships.
• Enhance Process Performance: Establish, measure, and report on ITSM metrics and key performance indicators (KPIs), identifying improvement opportunities and implementing actionable recommendations.
• Standardize and Document Processes: Create and maintain standardized ITSM processes and documentation to ensure repeatable, reliable service delivery.
• Drive ITSM Process Improvements: Lead initiatives to improve ITSM processes across Incident, Problem, Configuration, Change, and Service Level management, ensuring compliance with established policies and procedures.
• Provide Strategic ITSM Consulting: Act as a trusted advisor for ITSM-related topics, providing expertise on process improvement, policy standardization, and quality management.
• Champion ITSM Integration: Collaborate with senior leadership to integrate ITSM into business operations and strategic planning, ensuring alignment with organizational goals.
• Optimize Technology Platforms: Guide the use of ServiceNow and other integrated platforms, staying current with industry trends to implement best practices in ITSM tools and technologies. This includes the use of modern AI where appropriate.
• Lead and Develop ITSM Team: Build and mentor a high-performing ITSM team, fostering a culture of collaboration, service excellence, and continuous improvement.
• Ensure Service Excellence: Oversee the design, implementation, and optimization of ITSM processes for on-premises and cloud environments, driving operational resiliency and efficiency while maintaining focus on end-users and overall organizational goals.
  
  

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience.
• 10+ years of experience leading an IT Service Management (ITSM) function, with proven expertise in Incident, Problem, and Change Management.
• Effective operational knowledge of ServiceNow or similar platforms, with experience in production and process optimization.
• Demonstrated success in delivering high-quality infrastructure services and process improvements in complex IT environments.
• Hands-on experience with multi-vendor environments, including cloud and SaaS providers.
• Exceptional analytical, problem-solving, and leadership skills in a high-availability systems environment.
• Knowledge of emerging technologies and their impact on IT service management, with a focus on governance and compliance.
• ITIL v3 or higher certification required; additional certifications in Agile or DevOps practices are a plus.
• Excellent communication and organizational skills, with the ability to collaborate across all levels of the organization.
  
  

Preferred Qualifications

• Experience in financial services or other regulated industries.
• Advanced certifications in ITSM or related fields (e.g., ITIL Expert, ServiceNow certifications).
• Expertise managing and monitoring SLAs with a diverse range of vendors and service providers.
• Familiarity with Agile development practices and their integration into ITSM.
• Proficiency in cloud management platforms and their role in ITSM processes.
  
  

About Bessemer Trust

Bessemer Trust is a leading multifamily office, overseeing more than $200 billion in assets for over 3,000 individuals and families of substantial wealth. Its 1,200 employees are singularly focused on private wealth management — disciplined investment management, sophisticated wealth planning, comprehensive family office services, and highly personalized client service. Established in 1907 as the family office for Annie and Henry Phipps, Bessemer Trust is in its seventh generation of ownership by the Phipps family. As a self-made entrepreneur, Henry Phipps was a founding partner and chief financial officer of Carnegie Steel. Bessemer Trust retains its original focus as a privately owned and independent wealth manager deeply committed to its mission of providing peace of mind to its clients. Bessemer’s adherence to putting clients’ interests first, fiduciary mindset, and highly collaborative culture are at the heart of everything the firm does.

Key Facts

• For more than 117 years, Bessemer Trust has operated continuously in a single line of business, independently owned by one family.
• Headquartered in New York’s Rockefeller Center, Bessemer Trust has 22 offices in total. Woodbridge, NJ, is one of the firm’s largest offices, which hosts a wide range of technology and operations professionals. In addition to its sizable presence in New York and Woodbridge, the firm provides client service through offices in Atlanta, Boston, Chicago, Dallas, Delaware, Denver, Garden City, Grand Cayman, Greenwich, Houston, Los Angeles, Miami, Naples, Nevada, Palm Beach, San Diego, San Francisco, Seattle, Stuart, and Washington, D.C.
• To watch a video about Bessemer Trust’s history, click here.
• To learn more about Bessemer Trust, click here. About Our Employee Rewards and Benefits: We provide exceptional rewards and benefits that are among the best in the industry, giving our people access to a wide range of options, including:
• Competitive base salary plus discretionary annual bonus for select positions
• A 401(k) plan with a generous annual profit-sharing contribution
• Personalized development and career opportunities, including tuition reimbursement support
• Comprehensive medical, dental, and vision plans with zero contributions for employee coverage
• Employee assistance (EAP) and wellness programs
• Hybrid work environment: 60% in office, 40% remote for most positions
• Paid time off and paid parental leave
• Employer-paid life insurance and short- and long-term disability coverage
• Legal services and financial wellness plans at no cost to employees