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Information Technology Service Manager at Masco

Information Technology Service Manager

Masco Livonia, MI Full-Time

Job Description


The Masco IT Service Manager is responsible for the Masco enterprise ITSM team, platform and processes including Service Now. The role will support the Masco Business Units currently using our enterprise Service Now instance and be tasked with growing the platform to other Masco companies.

The IT Service Manager interacts with all areas of IT, Executive Leadership, and other business functions to provide excellent customer service to our clients.


  • Lead forward. Provide technical thought leadership and expertise, bringing along key business partners.

  • Lead a multi-functional team to develop and be responsible for the ITSM strategy across the organization

  • Ensure roles and responsibilities are defined for the ITSM function

  • Develop critical metrics and standard processes to supervise and lead specific tasks

  • Provide direct leadership for ITSM and Operations team members and management our Level 1 partner relationship

  • Mentor, coach and develop junior-level staff using the Masco Operating System (MOS) and Performance Management toolset


  • Experience partnering with business leaders to develop approaches that address individual business partner requirements while maintaining the appropriate security posture for the enterprise

  • Maintain awareness of business goals and objectives and how they relate to the ITSM program

  • Develop and maintain business partnerships with Masco Business Units and other corporate functions

  • Integrate solutions from project management and agile management to ITSM processes


  • Excellent written and oral communication skills

  • Review and maintain knowledge of current and evolving ITSM technologies

Technical Expertise

  • Maintain experience with industry standard processes, procedures, governance, and IT service improvement methodologies

  • Ensure accurate planning, design, controls, and delivery of IT services offered

Project Management

  • Use project management principles to deliver capabilities and solutions to internal partners

  • Work with partners to define business requirements

  • Align ITSM projects to the Masco Operating System model


  • Vast experience in a wide range of ITSM practices

  • Continuous Improvement mentality

  • Ability to think strategically and implement change across the organization

  • Good relationship skills, including partnership and facilitation

  • Ability to communicate, influence and persuade peers and customers

  • Ability to apply multiple solutions to business problems

  • Ability to empower employees to take ownership for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.

  • Strong vendor leadership skills

  • Strong leadership and mentoring skills

  • Strong written and verbal communication skills

  • Strong planning and organizational skills Strong customer service skills

  • Good analytical and technical skills


  • Exposure to multiple, diverse technologies and support environments

  • ITSM certifications such as ITIL, COBIT, TOGAF

  • Experience with various principles such as Scrum, DevOps, Agile and KanBan

  • Displays intellectual curiosity and integrity

  • Motivated and driven by achieving long-term business outcomes

  • Shows emotional intelligence and ability to resolve conflict


  • Bachelor's degree in computer science, or a related study, or equivalent experience

  • Minimum of 5 years of experience in ITSM

  • Validated experience leading people and processes


Masco Corporation

Full time

Masco Corporation (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Masco Corporation is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: [ Link removed ] - Click here to apply to Information Technology Service Manager
E-verify Right to Work Poster: [ Link removed ] - Click here to apply to Information Technology Service Manager, [ Link removed ] - Click here to apply to Information Technology Service Manager



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