CAREER PORTAL

Manager – Major Incident, Problem, and Change & Release Management (Hybrid)

Manager – Major Incident, Problem, and Change & Release Management (Hybrid)

Location:  Hybrid – 3 days onsite in New York, NY, Holmdel, NJ, Bethlehem, PA, Pittsfield, MA, or Stamford, CT

We’re seeking a seasoned IT Service Management (ITSM) leader to oversee Major Incident, Problem, and Change & Release Management processes.
This role is critical to ensuring operational stability, minimizing disruptions, and driving continuous improvement across enterprise IT services.

Responsibilities:

• Lead a global Major Incident Management team (24/7/365 coverage) to ensure rapid response and resolution.
• Drive Problem Management by identifying root causes and implementing long-term solutions.
• Oversee Change Management processes, ensuring changes are well-documented, tested, and executed with minimal risk.
• Collaborate across teams to align ITSM practices with business goals.
• Monitor KPIs and implement strategies for service improvement.
• Mentor team members and foster a culture of accountability and excellence.
• Partner with leadership to optimize ITSM processes and enhance ServiceNow utilization.
• Ensure compliance with industry standards and lead ITSM training and governance activities.

Qualifications:

• Bachelor’s degree or equivalent experience.
• Proven success in ITSM roles, especially in Major Incident Management.
• Strong knowledge of ITIL (ITIL4 certification preferred).
• Experience with ServiceNow or similar platforms.
• Excellent communication, leadership, and analytical skills.
• Familiarity with CI/CD, DevOps, Agile, and frameworks like NIST, COBIT.

Estimated Min Rate:$126000.00
Estimated Max Rate:$180000.00


What’s In It for You?
We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• MetLife Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.

For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.