Senior Manager, IT Service Management (REMOTE)

At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams.  We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.

If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!

OVERVIEW:

Job Duties and Responsibilities

ServiceNow Implementation & Optimization

• Phased Implementation & Optimization: Lead a structured, phased rollout of ServiceNow modules—documenting and mapping current processes, configuring the platform using out-of-the-box capabilities with minimal customization, and ensuring thorough testing, quality assurance, and training. Coordinate environment management, upgrades, and patching with platform engineers and administrators.

• Stakeholder Alignment & Governance: Collaborate with stakeholders to define clear objectives, priorities, and desired outcomes for ServiceNow. Build governance structures and steering committees that ensure alignment with business goals, manage scope, and maintain accountability throughout the implementation.

• Data-Driven Adoption & Evangelism: Act as the ServiceNow champion by demonstrating business value through data-driven insights, facilitating team training and stakeholder engagement, and integrating ServiceNow with observability, DevOps, and cloud platforms to maximize adoption and standardize use across the enterprise.

• AI/Automation Integration & Continuous Improvement: Continuously enhance the ServiceNow platform by leveraging built-in automation, Virtual Agent, AIOps, and predictive analytics to streamline workflows, accelerate incident resolution, reduce manual effort, and improve accuracy. Monitor performance analytics, stay current with new platform releases, and integrate with modern observability tools (e.g., Honeycomb, Prometheus) to drive ongoing process improvement.

Service Operations & Continuous Improvement

• Oversee enterprise-wide Incident, Request, Change, Release and Problem Management processes. Coordinate major incident management, change approvals and root-cause analysis to minimize downtime and improve reliability.

• Develop and monitor KPIs and metrics using ServiceNow dashboards and performance analytics. Analyze trends to identify automation and improvement opportunities, prepare regular business reports and present to executives and stakeholders.

• Manage knowledge management processes, ensuring that documentation is accurate, version-controlled and easy to access. Foster a learning culture by integrating post-incident reviews and continuous improvement loops into daily operations.

• Maintain compliance with security, privacy, and industry standards. Coordinate with Security & GRC to ensure platform and process security, including access controls and data handling procedures.

ITSM Standards, Governance and Policy Development

• Develop and maintain the enterprise ITSM framework aligned to business objectives and ITIL best practices.  Provide a tactical roadmap for IT Service Management across the Incident, Problem, Change/Release, Request, Asset, and Knowledge disciplines.

• Define, publish and enforce ITSM policies, standards and procedures, ensuring stakeholders are trained and processes are followed consistently. Facilitate governance meetings and steering committees to ensure accountability and escalation paths

• Serve as the unifying voice across practice managers, platform owners and business units, ensuring that ITSM efforts support enterprise objectives and stakeholder expectations are consistently met

• Own ITSM standards, policies and operating frameworks; establish service catalogues, operating level agreements (OLAs) and service level agreements (SLAs). Measure adherence to these agreements, report performance to stakeholders and drive improvements. Promote continuous service improvement by analyzing process maturity, root-cause data, metrics and feedback.

• Partner closely with Technology Operations, Security, Engineering, and business leaders to embed ITSM practices into daily operations and our Digital Ops Model framework.

Configuration Management & Data Governance

• Own the Configuration Management Database (CMDB) tactical roadmap, data model, governance and standards. Define and manage configuration item (CI) classes, relationships and meta-data. Ensure the CMDB is complete, accurate, current and compliant with policies.

• Form a CMDB governance committee to maintain policies, RACI charts and routine service health reviews. Configure CMDB dashboards and KPIs for completeness, correctness, compliance and relationship status.

• Manage CMDB data integrations (discovery tools, asset scanners, third-party data sources) and lifecycle policies (attestation, archival, retirement). Ensure that service management practices leverage the CMDB effectively.

• Lead audits and data certification processes to comply with legal and regulatory requirements. Provide data quality reports and remediation plans to stakeholders.

Leadership & Talent Development

• Foster a culture of continuous learning and mutual support through peer mentoring and cross-team coaching creating paths for personal growth, collaboration, and professional development.

• Align team objectives with organizational strategy and communicate expectations clearly. Use regular performance reviews and metrics to track progress, recognize achievements, and refine development initiatives.

• Enable technical and leadership growth through workshops, certifications, and exposure to emerging technologies. Structured coaching and long-term mentoring accelerate career development and build future-ready teams.

• Model resilience, accountability, empathy, and customer-centric service management. Promote open communication and wellbeing by setting clear boundaries and encouraging healthy practices, reinforcing a culture of trust, inclusion, and engagement.

Financial & Vendor Management

• Own vendor and contract management for ITSM platforms and services, including contract reviews, renewals, compliance tracking, and performance governance.

• Partner with Finance and Procurement to manage vendor payments, invoicing accuracy, and cost controls, ensuring alignment to contractual terms and service delivery.

• Lead ITSM budget planning and forecasting, including annual operating budgets, run vs. change cost analysis, and investment prioritization.

• Act as a financial steward for ITSM capabilities by identifying cost optimization opportunities, eliminating waste, and maximizing vendor value.

• Use financial and service performance data to inform sourcing decisions, vendor negotiations, and long‑term ITSM roadmap planning.

QUALIFICATIONS:

• Bachelor's Degree in Computer Science, Information Systems, Business Administration or related field

• 10-15 years experience in ITSM platforms such as ServiceNow, Jira Service Management, Remedy, etc, including 10+ years of progressive ITSM / IT operations experience and 5+ years in leadership roles

• ITIL v3/v4

• OpenSM

• COBIT

• ISO/IEC 20000

• Proven success implementing enterprise ITSM platforms (ServiceNow strongly preferred)

• Hands-on experience with automation, AIOps, and reporting

• Deep expertise in Incident, Problem, Change/Release, and Knowledge Management modules

• Strong understanding of infrastructure and platforms (servers, networking, and cloud platforms (AWS, Azure, GCP)

• Expertise implementing and operating an enterprise CMDB and asset management platform

• Strong analytical, problem-solving, and organizational skills

• ITIL v4 (or Expert) certification required.

• Additional certifications beneficial (ServiceNow Administration or Implementation, COBIT, PMP)

• Ability to work across multiple time zones and travel periodically

#LI-CB1

VIRTUAL REQUIREMENTS:

At DICK’S, we thrive on innovation and authenticity. That said, to protect the integrity and security of our hiring process, we ask that candidates do not use AI tools (like ChatGPT or others) during interviews or assessments.

To ensure a smooth and secure experience, please note the following:

• Cameras must be on during all virtual interviews.

• AI tools are not permitted to be used by the candidate during any part of the interview process.

• Offers are contingent upon a satisfactory background check which may include ID verification.

If you have any questions or need accommodations, we’re here to help. Thanks for helping us keep the process fair and secure for everyone!

 

Targeted Pay Range: $95,200.00 - $158,800.00. This is part of a competitive total rewards package that could include other components such as: incentive, equity and benefits. Individual pay is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all teammate pay regularly to ensure competitive and equitable pay.DICK'S Sporting Goods complies with all state paid leave requirements. We also offer a generous suite of benefits. To learn more, visit www.benefityourliferesources.com.