Senior Manager, IT Service Management

At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!OVERVIEW:Job Duties and ResponsibilitiesServiceNow Implementation & OptimizationPhased Implementation & Optimization: Lead a structured, phased rollout of ServiceNow modules—documenting and mapping current processes, configuring the platform using out-of-the-box capabilities with minimal customization, and ensuring thorough testing, quality assurance, and training. Coordinate environment management, upgrades, and patching with platform engineers and administrators.Stakeholder Alignment & Governance: Collaborate with stakeholders to define clear objectives, priorities, and desired outcomes for ServiceNow. Build governance structures and steering committees that ensure alignment with business goals, manage scope, and maintain accountability throughout the implementation.Data-Driven Adoption & Evangelism: Act as the ServiceNow champion by demonstrating business value through data-driven insights, facilitating team training and stakeholder engagement, and integrating ServiceNow with observability, DevOps, and cloud platforms to maximize adoption and standardize use across the enterprise.AI/Automation Integration & Continuous Improvement: Continuously enhance the ServiceNow platform by leveraging built-in automation, Virtual Agent, AIOps, and predictive analytics to streamline workflows, accelerate incident resolution, reduce manual effort, and improve accuracy. Monitor performance analytics, stay current with new platform releases, and integrate with modern observability tools (e.g., Honeycomb, Prometheus) to drive ongoing process improvement.Service Operations & Continuous ImprovementOversee enterprise-wide Incident, Request, Change, Release and Problem Management processes. Coordinate major incident management, change approvals and root-cause analysis to minimize downtime and improve reliability.Develop and monitor KPIs and metrics using ServiceNow dashboards and performance analytics. Analyze trends to identify automation and improvement opportunities, prepare regular business reports and present to executives and stakeholders.Manage knowledge management processes, ensuring that documentation is accurate, version-controlled and easy to access. Foster a learning culture by integrating post-incident reviews and continuous improvement loops into daily operations.Maintain compliance with security, privacy, and industry standards. Coordinate with Security & GRC to ensure platform and process security, including access controls and data handling procedures.ITSM Standards, Governance and Policy DevelopmentDevelop and maintain the enterprise ITSM framework aligned to business objectives and ITIL best practices. Provide a tactical roadmap for IT Service Management across the Incident, Problem, Change/Release, Request, Asset, and Knowledge disciplines.Define, publish and enforce ITSM policies, standards and procedures, ensuring stakeholders are trained and processes are followed consistently. Facilitate governance meetings and steering committees to ensure accountability and escalation pathsServe as the unifying voice across practice managers, platform owners and business units, ensuring that ITSM efforts support enterprise objectives and stakeholder expectations are consistently metOwn ITSM standards, policies and operating frameworks; establish service catalogues, operating level agreements (OLAs) and service level agreements (SLAs). Measure adherence to these agreements, report performance to stakeholders and drive improvements. Promote continuous service improvement by analyzing process maturity, root-cause data, metrics and feedback.Partner closely with Technology Operations, Security, Engineering, and business leaders to embed ITSM practices into daily operations and our Digital Ops Model framework.Configuration Management & Data GovernanceOwn the Configuration Management Database (CMDB) tactical roadmap, data model, governance and standards. Define and manage configuration item (CI) classes, relationships and meta-data. Ensure the CMDB is complete, accurate, current and compliant with policies.Form a CMDB governance committee to maintain policies, RACI charts and routine service health reviews. Configure CMDB dashboards and KPIs for completeness, correctness, compliance and relationship status.Manage CMDB data integrations (discovery tools, asset scanners, third-party data sources) and lifecycle policies (attestation, archival, retirement). Ensure that service management practices leverage the CMDB effectively.Lead audits and data certification processes to comply with legal and r