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Added 4 mins ago
Loyalty Program Manager, International
Choice Hotels
North Bethesda, MD
The Loyalty Program Lead, International leads the strategic execution and performance of the Choice Privileges program in key markets outside of the U.S. to help grow membership, repeat…
Added 4 mins ago
VP/MD, Technology Business Operations
OneMain Financial
Baltimore, MD
Technology financial operations. Lead Technology’s financial operations in partnership with FP&A,
Added 4 mins ago
Director Mission Assurance 2
Northrop Grumman
Elkton, MD
Defines and monitors mission assurance program specifications and processes to ensure mission success of programs. Performs or assures quality, risk management, safety, reliability and…
Added 4 mins ago
Manager Information Technology 3
Northrop Grumman
Linthicum Heights, MD
Northrop Grumman’s Chief Information and Digital Office (CIDO) is seeking an Information Technology Manager (M3) to lead the CIDO Engineering Digital Solutions organization in support of…
Added 4 mins ago
Manager Information Technology 3
Northrop Grumman
Linthicum Heights, MD
Northrop Grumman’s Chief Information and Digital Office (CIDO) seeks an Information Technology Manager (M3) to lead the Mission Systems CIDO Operations Digital Solutions organization,…
Added 5 mins ago
W
(USA) Team Manager Developmental
Walmart
SALISBURY, MD
- $70,000 to $95,000 USD / year
Live Better U is a company paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to…
Added 5 mins ago
Lead Specialist, Performance Marketing
Pearson
Annapolis, MD
This position is also known as: Senior Paid Search Manager; Lead SEM Specialist; Lead Performance Marketing Specialist; Paid Search Lead
Added 5 mins ago
O
Principal Program Manager - OCI Product Marketing
Oracle
Annapolis, MD
- $90,100 to $209,500 USD / year
We are looking for a strategic Program Manager (IC4) to establish and run the operating model for business-critical OCI Web and Oracle AI World programs. This role brings sustained…
Added 5 mins ago
O
Commercial Technical Program Manager
Oracle
Annapolis, MD
- $126,200 to $264,100 USD / year
Oracle is seeking an experienced Commercial Technical Program Manager (IC5) to support one of our most strategic global customers.
Added 5 mins ago
Lead Partner Executive
UKG
Annapolis, MD
Program Rollout Success: Evaluate the effectiveness and impact of lead-generating programs rolled out at the field level.
Added 5 mins ago
Net Zero Manager, Supplier Clean Energy
Meta
Annapolis, MD
Meta's Net Zero team drives Net Zero strategy, programs and engagement across the company and with our partners. We seek an experienced teammate to lead supplier clean electricity…
Added 5 mins ago
Manager, Partnership Management
Pearson
Annapolis, MD
The Manager, Partner Success leads a team of Partner Success professionals responsible for supporting state, district, and school partners throughout the assessment lifecycle while ensuring…
Added 5 mins ago
Manager - IT Service Management
Maximus
Annapolis, MD
Maximus seeking an experienced and highly motivated Manager, Enterprise Service Management & Knowledge Experience to lead the transformation and manage operations of Enterprise Service…
Added 5 mins ago
C
Product Manager – Retirement Services
Cognizant
Annapolis, MD
- $150,000 to $180,000 USD / year
As a Product Manager – Retirement Services, you will make an impact by serving as the strategic bridge between business stakeholders, client leadership, and delivery teams to drive…
Added 5 mins ago
Senior Broker Relationship Manager - Small Commercial
Travelers Insurance Company
Annapolis, MD
…employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive…
Added 5 mins ago
Senior Proposal Manager
Maximus
Annapolis, MD
Maximus is thrilled to announce an opportunity for a Senior Proposal Manager. The primary responsibility of this role is to lead cross‑functional proposal teams, including collaboration…
Added 11 mins ago
CO
Accountant, Principal
City of Seattle
Seattle, WA
- $54.01 to $62.9 USD / hour
…sensitive or high-profile matters where regulatory requirements, program objectives, stakeholder interests, and organizational risk may intersect. The position regularly represents QAT in…
Added 17 mins ago
District Manager
Mondelez Global LLC
Remote, United States
As a District Manager, you lead a portfolio of Retail Territory Managers (RTMs) and Merchandisers across multiple territories. You’re the strategic connector between field execution and…
Added 20 mins ago
Lead Specialist, Performance Marketing
Pearson
Augusta, ME
This position is also known as: Senior Paid Search Manager; Lead SEM Specialist; Lead Performance Marketing Specialist; Paid Search Lead
Added 20 mins ago
O
Principal Program Manager - OCI Product Marketing
Oracle
Augusta, ME
- $90,100 to $209,500 USD / year
We are looking for a strategic Program Manager (IC4) to establish and run the operating model for business-critical OCI Web and Oracle AI World programs. This role brings sustained…
Added 20 mins ago
O
Commercial Technical Program Manager
Oracle
Augusta, ME
- $126,200 to $264,100 USD / year
Oracle is seeking an experienced Commercial Technical Program Manager (IC5) to support one of our most strategic global customers.
Added 20 mins ago
Lead Partner Executive
UKG
Augusta, ME
Program Rollout Success: Evaluate the effectiveness and impact of lead-generating programs rolled out at the field level.
Added 20 mins ago
Manager, Partnership Management
Pearson
Augusta, ME
The Manager, Partner Success leads a team of Partner Success professionals responsible for supporting state, district, and school partners throughout the assessment lifecycle while ensuring…
Added 20 mins ago
Senior Proposal Manager
Maximus
Augusta, ME
Maximus is thrilled to announce an opportunity for a Senior Proposal Manager. The primary responsibility of this role is to lead cross‑functional proposal teams, including collaboration…
Added 20 mins ago
Senior Broker Relationship Manager - Small Commercial
Travelers Insurance Company
Augusta, ME
…employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive…

Closed listing

Maximus

Manager - IT Service Management

Hartford, CT, United States

Remote

This opening has closed.

The original listing is kept below for reference.

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Job details

Workplace: Remote
Posting language: English
Posted: Nov 5, 2026

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Original job description

Archived listing. The details below describe a past opening.

Maximus seeking an experienced and highly motivated Manager, Enterprise Service Management & Knowledge Experience to lead the transformation and manage operations of Enterprise Service Request Management, Knowledge Management, Service Catalog, and Service Automation capabilities across the organization.

This is a hands-on role for someone who thrives at the intersection of process, technology, data, and employee experience. You will be responsible for modernizing how Maximus employees consume IT services through self-service, automation, knowledge, and ServiceNow platform capabilities.

The ideal candidate is a builder and change agent with hands on operational expertise in ITSM, ITIL best practices, ServiceNow, workflow automation, and stakeholder engagement. You will lead a small team while partnering across IT and business organizations to simplify service delivery, improve operational efficiency, and drive measurable business outcomes.

This role offers a unique opportunity to shape the future of Enterprise Service Management, establish modern service experiences, and build the foundation for AI-enabled support and automation.

This is a remote position.

Essential Duties and Responsibilities:

Lead Enterprise Service Request Management strategy and governance, including the Service Catalog, Employee Center, service ownership, lifecycle management, and continuous improvement.
Direct Service Catalog management and rationalization, service design, intake governance, and catalog optimization.
Manage assigned ServiceNow workflow automation and digital transformation initiatives using Flow Designer, Workflow Editor, Service Catalog, Employee Center, and other platform capabilities.
Establish and govern OLAs, KPIs, fulfillment metrics, service quality standards, and operational performance reporting.
Implement and continuously improve the approved enterprise Knowledge Management strategy, governance framework, and knowledge lifecycle processes.
Drive KCS adoption, knowledge-sharing practices, self-service enablement, operational learning, and AI-readiness activities; secure stakeholder alignment with established policies and practices and measure progress against defined objectives.
Leverage ServiceNow analytics, dashboards, reporting, and data storytelling to improve adoption, performance, customer experience, and business outcomes.
Manage ITSM process excellence initiatives across Request, Knowledge, Incident, Change, Problem, and Asset Management disciplines.
Partner with SAM, HAM, and stakeholders to optimize entitlement, licensing, provisioning, governance, fulfillment, and lifecycle processes.
Lead, mentor, develop, and manage a high-performing ITSM team while fostering stakeholder engagement and strategic alignment.

Job-Specific Essential Duties and Responsibilities:

Lead Enterprise Service Request Management: Own the strategy, governance, modernization, and continuous improvement of ServiceNow Service Catalog, Employee Center, and Request Management capabilities.
Drive ServiceNow Automation: Design and improve automated workflows using Flow Designer, Workflow Editor, Service Catalog, Employee Center, and ITSM capabilities to reduce manual effort and improve fulfillment speed and consistency.
Manage Service Catalog Governance: Oversee catalog intake, rationalization, approvals, lifecycle management, service ownership, OLAs, KPIs, and retirement of outdated or duplicate services.
Lead Knowledge Management: Establish and evolve the enterprise Knowledge Management program, including governance, KCS best practices, self-service content, AI-ready knowledge, and adoption metrics.
Drive Data-Based Decisions: Develop KPIs, dashboards, and analytics to measure service performance, automation benefits, knowledge utilization, customer satisfaction, and self-service effectiveness.
Advance ITSM Process Excellence: Apply ITIL best practices across Request, Knowledge, Incident, Change, Problem, and Asset Management while leading process improvement and service standardization.
Partner Across IT & Asset Management: Collaborate with business stakeholders, ServiceNow teams, SAM, and HAM to improve software and hardware fulfillment, lifecycle governance, compliance, and operational efficiency.
Lead & Develop Teams: Mentor ITSM professionals, foster accountability and continuous improvement, and build strong partnerships across technical and business organizations.

Minimum Requirements

'- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.

Job-Specific Minimum Requirements:

5+ years of IT Service Management experience.
4+ years of hands-on ServiceNow platform experience.
3+ years of people leadership, program leadership, or enterprise process ownership experience.
ITIL v3 or v4 Foundation Certification required.
Deep understanding of ITSM processes and ITIL best practices.
Proven experience leading Service Request Management and Knowledge Management functions.
Strong hands-on experience designing and implementing:
ServiceNow Workflows.
Flow Designer Automations.
Service Catalog Solutions.
Employee Center Experiences.
Knowledge Management Programs.
Experience using data analytics to identify opportunities, drive decision-making, and measure outcomes.
Exceptional communication, facilitation, stakeholder management, and executive presentation skills.
Ability to influence without authority and gain buy-in across diverse stakeholder groups.

Preferred Skills and Qualifications:

ServiceNow Certified System Administrator (CSA).
Certified Implementation Specialist (CIS-ITSM).
ServiceNow HAM Pro Experience.
ServiceNow SAM Pro Experience.
Experience with Performance Analytics, Employee Center, Virtual Agent, and AI Search.
Knowledge-Centered Service (KCS) experience or certification.
Experience supporting large-scale digital transformation or enterprise service management initiatives.

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Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$90,160

Maximum Salary

$135,240

About employer

More about this job

Skills

IT service management
ServiceNow
Process improvement
Workflow
Reporting
Customer experience
SAM
Stakeholder management
Customer service
ITIL
Regulatory compliance
Leadership
Data analysis
Decision making
Communication skills
Presentation skills
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