Description

Director, IT Service Management

Collaborate with Innovative 3Mers Around the World

Choosing where to start and grow your career has a major impact on your professional and personal life, so it’s equally important you know that the company that you choose to work at, and its leaders, will support and guide you. With a wide variety of people, global locations, technologies and products, 3M is a place where you can collaborate with other curious, creative 3Mers.

This position provides an opportunity to transition from other private, public, government or military experience to a 3M career.

The Impact You Will Make in this Role

In this role, you will play a critical part in shaping the future of IT Service Management by setting a strong strategic direction and ensuring that ITSM capabilities continuously evolve to meet the needs of the organization. Your leadership will establish a cohesive vision that aligns IT services with broader business objectives, supporting digital transformation and enabling teams to operate with greater efficiency and clarity.

We are seeking a strategic and results-oriented Director of ITSM Capabilities to lead IT Service Management. The ideal candidate will bring a strategic mindset and continuous improvement focus to enhance operational efficiency, improve service reliability, and elevate the overall employee experience.

Key Responsibilities

Strategic Leadership

• Define and execute the long-term vision and roadmap for ITSM capabilities, ensuring alignment with overall business objectives and digital transformation initiatives. 

Framework Governance

• Establish, govern, and mature the organizational adoption of the IT Service Management framework, including Incident Management, Problem Management, Change Management, Request Fulfillment, and Configuration Management (CMDB).

Process Optimization

• Drive continuous improvement initiatives to streamline workflows, reduce operational costs, and enhance the speed and quality of IT service delivery.

Platform Ownership

• Act as the primary business owner for the ITSM platform, maximizing its functionality and integration capabilities to automate processes and provide actionable insights. 

Performance Management

• Define, track, and report on key performance indicators (KPIs) and service level agreements (SLAs), using data analytics to identify trends, pinpoint areas for improvement, and communicate value to senior leadership.

Stakeholder Engagement

• Collaborate closely with IT leadership and business unit leaders to ensure ITSM processes meet evolving operational needs and deliver exceptional customer satisfaction.

Leadership

• Lead IT Service Management Team to ensure critical IT Services are aligned, designed, transitioned and supported to meet the needs of 3M business operations.
• Lead the Global Operational Control Center (GOCC) which provides 24x7 real time monitoring of networks, servers, applications, and critical systems while triaging and responding to L1 incidents generated by system alerts.
• Lead the Major Incident Management Team (MIM) which is responsible for coordinating the rapid response, communication, and resolution of high impact incidents that significantly disrupt business operations or critical IT services.
   

Your Skills and Expertise:

To set you up for success in this role from day one, 3M requires the following qualifications:

• Bachelor’s degree in information technology, computer science, engineering, or a science field (completed and verified prior to start)
• Ten (10) years of progressive IT experience in a private, public, government or military environment
• Five (5) years leading IT operations or service management teams in a private, public, government or military environment
• ITIL v4 Certifications

Additional qualifications that could help you succeed even further in this role include:

• Hands on experience implementing and governing ITIL aligned processes
• Proven leadership managing cross functional teams in a large, complex organization
• Demonstrated experience with enterprise ITSM platforms (e.g. ServiceNow, BMC, OpenText)
• Strong operational discipline, incident/problem/change management background, and KPI/metric management capabilities
• Ability to partner effectively with business stakeholders, manufacturing operations, and executive leadership
• Strong communication, prioritization, and vendor management skills
• Experience in largescale digital transformation and service modernization
• Background supporting environments with high availability operational requirements
• Familiarity with cybersecurity, compliance requirements, and technology risk management
   

Work location: On site in Maplewood 

Travel: May include up to 10% 

Relocation Assistance: Is authorized

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being 

3M offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope. 

Chat with Max

For assistance with searching through our current job openings or for more information about all things 3M, visit Max, our virtual recruiting assistant on 3M.com/careers. 

Requirements

To set you up for success in this role from day one, 3M requires the following qualifications:

• Bachelor’s degree in information technology, computer science, engineering, or a science field (completed and verified prior to start)
• Ten (10) years of progressive IT experience in a private, public, government or military environment
• Five (5) years leading IT operations or service management teams in a private, public, government or military environment
• ITIL v4 Certifications