Infrastructure PMITSM Manager

Kforce has a client in need of an Infrastructure PM/ITSM Manager in Philadelphia, PA.

Responsibilities:

• Lead ITSM operations across Incident, Service, Change, and Problem Management
• Act as Agile Product Owner supporting R&D, Production, Delivery, and Reliability
• Manage incidents end-to-end (coordination, communication, RCA, emergency changes, permanent fixes)
• Drive service enablement through intake triage and work routing
• Oversee change management (SOP/routine/emergency changes, calendars, approvals, compliance)
• Lead problem management and recurring issue resolution
• Facilitate post-mortems and translate findings into prioritized backlog items
• Develop and maintain SOPs, workflows, and runbooks for support and delivery teams
• Define ticket prioritization using impact/severity frameworks
• Ensure production work aligns with Principal Engineer approvals
• Partner with PMO and enterprise teams to drive coordinated delivery
• Support reporting frameworks for leadership insights (incidents, changes, service metrics)
• Manage ticket intake pipelines and optimize workflows
• Drive continuous improvement in service quality, reliability, and operations