Infrastructure PM/ITSM 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
• Bachelor's degree in IT, Engineering, CS, or related field (or equivalent experience)
• 5+ years of experience in ITSM, Technical Project Management, or production operations
• Strong ITSM expertise across Incident, Change, and Problem Management
• Proven experience leading incident response and RCA in production environments
• Experience operating as a Technical PM and/or Product Owner in Agile settings
• Knowledge of ITIL and service management best practices
• Ability to design triage workflows, prioritization models, and operational processes
• Strong technical credibility with engineering, delivery, and reliability teams
• Experience with ticketing tools (e.g., Jira) and workflow management systems
• Skilled in building reporting frameworks, dashboards, and operational metrics
• Experience working within Agile/SAFe environments and with PMO governance
• Strong stakeholder communication and cross-functional collaboration skills
• Highly organized with strong attention to detail and execution discipline