IT Service Manager

IT Service Manager – GCC High Cloud

We are seeking an experienced IT Service Manager – GCC High Cloud to lead the governance, delivery, and continual improvement of IT services within a highly regulated, CMMC certified environment. This role is responsible for ensuring that technology services are secure, compliant, reliable, and aligned with business and US government objectives.

IT Service Manager will support and secure Siemens US Microsoft GCC High and Azure Government private tenant. Additionally, the role will drive and align IT Service Management (ITSM) best practices through effective governance for the GCCH environment specifically related to CMMC, NIST 800-171, and other applicable future regulatory requirements. Furthermore, the function will ensure IT service performance management, continual improvement, financial stewardship, and vendor oversight. The role serves as a critical bridge between business stakeholders, service providers, compliance functions, and technical teams to ensure services meet operational requirements and regulatory obligations.

The ideal candidate combines strong ITSM leadership, stakeholder management, and operational governance expertise with a practical understanding of cloud technologies, cybersecurity, vendor management, and information governance. Familiarity with compliance-focused capabilities such as eDiscovery, legal holds, records management, and data retention is preferred. As the organization continues to mature its technology landscape, this role will play a pivotal part in expanding and evolving service management practices across a broader portfolio of enterprise IT services.

In this role you will work a hybrid work model from our Iselin, NJ office. You must live close enough to come into the office on an as needed basis.

#transformtheeveryday

Key Responsibilities:

Service Management & Delivery

• Lead the end-to-end delivery of IT services hosted in GCC High, ensuring high availability, performance, and user satisfaction.
• Develop and maintain ITIL-based service management processes (incident, problem, change, and configuration management).
• Drive continuous improvement initiatives across service operations.

CMMC Compliance & Information Security

• Ensure all IT services and operations align with CMMC 2.0 requirements and other relevant regulatory frameworks (e.g., NIST 800-171, DFARS).
• Collaborate with cybersecurity teams to implement and monitor security controls, risk assessments, and audit readiness.
• Serve as a key liaison with internal compliance teams and external auditors.

Vendor & Contract Management

• Manage relationships with cloud service providers, MSPs, and other third-party vendors.
• Negotiate and oversee service-level agreements (SLAs), contracts, and performance metrics.
• Conduct regular vendor reviews and risk assessments.

Collaboration

• Collaborate with business units, project managers, and technical teams to align IT services with organizational goals.
• Act as a senior escalation point for critical service issues.

Financial Management

• Develop and manage IT service budgets, forecasts, and cost optimization strategies.
• Track and report on service-related expenditures, ensuring alignment with business objectives and financial targets.
• Evaluate ROI and TCO for IT services and cloud investments.

Qualifications:

Key Competencies:

• Strategic thinking and problem-solving
• Strong communication and stakeholder management
• Financial acumen and analytical skills
• Risk management and compliance expertise
• Leadership and team development
• Security Audit Preparation
• End-user training

Technical Skills:

• PowerShell Graph SDK
• Public Key Infrastructure (PKI) Administration
• Autopilot and device lifecycle management
• Windows 11 Endpoint Administration

Required:

• Single US citizenship
• Bachelor’s degree in Computer Science, Information Systems, or related field (Master’s preferred).
• 8+ years of experience in IT service management, with at least 3 years in a leadership role.
• 5+ years of experience in Information Security management
• 5+ years of experience IT service provider management
• Proven experience in complex service implementation, including process design and deployment.
• Deep understanding of GCC High, Microsoft 365 GCC High, and Azure Government environments.
• Proven experience with CMMC, NIST 800-171, and FedRAMP compliance.
• Strong knowledge of ITIL v4 framework and service management tools (e.g., ServiceNow).
• Experience with litigation and compliance requirements for supporting eDiscovery processes
• Experience managing multi-million-dollar IT budgets and vendor contracts.
• < 5%, occasional travel might be required
• Proficient in English both written and verbal
• Legally authorized to work in the United States without corporate sponsorship now or in the future

Preferred:

• ITIL v4 Certification
• CISM, CISSP, or CMMC-AB certifications
• Experience in a DoD or defense contractor environment

About Siemens:

We are a global technology company focused on industry, infrastructure, transport, and healthcare. From more resource-efficient factories, resilient supply chains, and smarter buildings and grids, to sustainable transportation as well as advanced healthcare, we create technology with purpose adding real value for customers.

Our Commitment to Equity and Inclusion in our Diverse Global Workforce:

We value your unique identity and perspective. We are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society, while ensuring that we attract the best talent based on qualifications, skills, and experiences. We welcome you to bring your authentic self and transform the everyday with us.

Protecting the environment, conserving our natural resources, fostering the health and performance of our people as well as safeguarding their working conditions are core to our social and business commitment at Siemens. They are an integral part of our Business Conduct Guidelines and our corporate strategy.

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#LI-Hybrid