Manager IT Service Management

Date:  Nov 20, 2022

Phoenix, Arizona, US

Company:  WillScot | Mobile Mini
Req ID:  48167


Reporting to the Director of IT Service & Support, the IT Process Engineer plans, defines, leads, and organizes initiatives related to the company’s core IT service management processes, reporting, and improvements.


  • Contributes thought leadership, improvement, and support for Mobile Mini's IT service management processes (Incident, Change, Configuration)
  • Chairs the Change Advisory Board (CAB) and associated meetings in partnership with IT leadership and provides reporting for executive CAB review
  • Defines IT service management key performance indicators and critical success factors and produces the associated data, dashboards, and reports to drive continuous improvement of the IT change management process and additional processes
  • Assists on development of IT service management policy, process, and procedure documentation
  • Ownership and general administration of the IT service management toolset and associated service management modules (Incident, Change, Configuration) 
  • Work with training teams and associated stakeholders to define, communicate, and implement process improvements and coordinate user training
  • Partners with business teams to gather functional requirements needed to design and implement technology enhancements  
  • Supports periodic reviews of incident tickets and change requests for audit and compliance requirements
  • Effectively communicate with business and technical team members and leadership
  • Additional Duties and Functions as assigned


Required Education and Experience: 

  • Required Education and Experience: Briefly outline the educational level, degree program, and experience required to perform the job.
  • 4 years of experience in IT service management and leading advanced teams
  • A Bachelor’s or Advanced Degree in Management, Computer Science, or related discipline
  • Certification ITIL v3/2011 Foundations, ITIL v4 Foundations or higher (Preferred)
  • Certified Business Analyst Professional (Preferred)
  • Certified Process Engineer (Preferred)
  • ServiceNow Certified Administrator or similar ITSM platform certification (Preferred)

Required Skills and Abilities: 

  • Strong understanding of ITIL-based service management.
  • Able to work independently, manage priorities, take ownership of issues, and produce results under own initiative
  • Experience using and administering ITSM ticketing tools to support service management programs

Work Environment: 

  • This role is 100% onsite at the WSMM corporate headquarters in Downtown Phoenix.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.


WillScot Mobile Mini is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment. WillScot Mobile Mini takes affirmative action in support of this policy to employ and advance in employment individuals who are minorities, women, disabled, and veterans.

Job Segment: Business Analyst, Service Manager, Computer Science, Change Management, Manager, Technology, Customer Service, Management