Why UKG: At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do. We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you. Position Overview We are seeking a dynamic and experienced Manager, IT Service Operations to lead our enterprise IT Service Management and ServiceNow operations team. This role is pivotal in ensuring seamless incident and request handling, driving operational excellence, and evolving ITSM processes to meet the demands of a rapidly changing technology and business landscape. The manager will oversee the scaling of our ITSM platform, enable adoption of new ServiceNow modules, and guide the integration of observability frameworks into enterprise operations. Beyond technical expertise, this role requires strong leadership, coaching, and stakeholder management skills to align ITSM practices with enterprise priorities and foster a culture of continuous improvement. Key Responsibilities: • Manage the ServiceNow operations team responsible for incident management, request fulfillment, and demand handling. • Ensure platform stability, scalability, and alignment with enterprise needs. • Oversee adoption and integration of new ServiceNow modules (e.g., Workplace Service Delivery, Enterprise Architecture, Integrated Risk Management). • Lead and mature ITSM processes including Major Incident Management, Problem Management, and Change Management. • Establish and monitor Service Level Objectives (SLOs) to ensure consistent service delivery. • Drive process improvements to enhance efficiency, reduce risk, and improve customer satisfaction. • Champion operational excellence initiatives across the enterprise, enabling ITSM tools and practices to adapt to evolving technologies and operating models. • Collaborate with cross-functional teams to align ITSM practices with enterprise transformation programs. • Support the implementation of observability frameworks and toolsets, ensuring seamless integration with ITSM processes. • Coach, mentor, and develop team members to build a high-performing ITSM operations function. • Navigate complex stakeholder networks, balancing priorities across IT, business units, and enterprise initiatives. • Communicate effectively with executives, translating technical insights into business outcomes. Qualifications: • Bachelor’s degree in Computer Science, Information Technology, or related field; advanced degree preferred. • 10+ years of experience in IT Service Management, with at least 5 years in a leadership role. • Proven experience managing ServiceNow operations and ITSM processes in a large enterprise environment. • Deep understanding of ITSM frameworks (ITIL v4 preferred) and their practical application. • Hands-on experience with ServiceNow modules including ITSM, WSD, EA, IRM, and integrations with observability tools. • Strong knowledge of incident, problem, and change management processes. • Demonstrated ability to lead, coach, and inspire diverse teams. • Excellent communication and stakeholder management skills, with the ability to influence at executive levels. • Strong analytical and decision-making skills, with a focus on operational maturity and continuous improvement. • Preferred Certifications: ITIL v4 Certification, ServiceNow System Administrator or Implementation Specialist certifications, Additional certifications in observability or enterprise architecture tools are a plus. Company Overview: UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com. UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process. Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.