Job Description:
Overview
Deriva Energy is a leading Independent Power Producer in the US renewables market, with over 6 GW of operating or under construction wind, solar and storage projects across the country. Deriva ultimate parent is Brookfield Renewable and is poised for dynamic growth across its wind, solar, and storage portfolios. Join a dynamic team committed to excellence and innovation who envision a future of energy independence using resilient, carbon-free generation. We offer competitive compensation, comprehensive benefits, and the opportunity to make a significant impact in the rapidly evolving renewable energy industry. Deriva empowers customers with innovative clean energy solutions that strengthen communities and serve future generations.
Position Summary
The IT Manager, IT Service Management (ITSM) is responsible for leading and maturing Deriva Energy's IT Service Management function. This role provides governance and ownership of core ITSM processes including Incident Management, Major Incident Management, Problem Management, Change Management, Configuration Management (CMDB), Knowledge Management, and the IT Service Catalog while driving continual improvement through ServiceNow. The ITSM Manager serves as the primary owner of the ServiceNow platform and ITSM processes, ensuring IT services are delivered consistently, efficiently, and in alignment with business objectives. This position partners closely with End User Services, Infrastructure, Cybersecurity, Enterprise Applications, Telecom, and business stakeholders to improve service delivery, operational effectiveness, automation, reporting, and user experience.
This role will be based at Deriva Energy Headquarters, located in Charlotte, NC.
Main Responsibilities
IT Service Management Leadership
Lead the organization's IT Service Management strategy, governance, and continual service improvement initiatives
Develop and maintain ITSM policies, standards, procedures, and operational processes
Establish service management metrics, KPIs, dashboards, and executive reporting
Promote adoption of ITIL best practices across the IT organization
ServiceNow Platform Ownership
Serve as the business owner for the ServiceNow platform
Define platform governance, standards, workflows, and process automation opportunities
Partner with ServiceNow administrators, developers, and technical teams to prioritize enhancements and improvement
Ensure ServiceNow capabilities support organizational service management objectives
Incident & Major Incident Management
Own and govern the Incident Management process
Lead Major Incident response, escalation, communication, and service restoration activities
Facilitate post-incident reviews and corrective action planning
Monitor incident trends and drive service reliability improvements
Problem Management
Establish and manage the enterprise Problem Management program
Lead root cause analysis efforts and corrective action planning
Identify and eliminate recurring service issues
Track and report on problem management effectiveness
Change Management
Own and govern the Change Management process
Facilitate Change Advisory Board (CAB) activities
Improve change success rates while reducing operational risk
Ensure proper planning, testing, communication, and documentation standards are followed
Configuration Management (CMDB)
Establish governance and ownership standards for the Configuration Management Database (CMDB)
Ensure configuration data quality, accuracy, and completeness
Maintain visibility into infrastructure, applications, services, and dependencies
Support Incident, Problem, Change, and Asset Management processes through effective CMDB governance
Knowledge Management
Develop and maintain enterprise Knowledge Management standards and processes
Improve knowledge sharing and self-service capabilities
Ensure knowledge content remains accurate, relevant, and current
Service Catalog Management
Own and govern the Deriva IT Service Catalog
Standardize request fulfillment processes, approvals, workflows, and service offerings
Identify opportunities to improve user experience and automate service delivery
Leadership & Collaboration
Provide leadership, coaching, and development for assigned personnel and service management resources
Build strong partnerships across IT and business teams
Support succession planning, cross-training, and organizational maturity initiatives
Foster a culture of accountability, service excellence, and continuous improvement
Basic Qualifications
Bachelor’s degree in Information Technology, Computer Science, or related field
Six (6) years or more of progressive experience in network or telecom engineering, including at least two (2) years or more of direct reports/leadership
In lieu of a bachelor's degree; an associate's degree in a related field AND eight (8) years or more of related work experience
In lieu of an associate's degree; HS/GED degree AND eight (8) years or more of related work experience
Desired Qualifications
Seven (7) years or more of experience in IT Service Management, IT Operations, Service Delivery, or related disciplines
Three (3) years or more of leadership or management experience
Strong knowledge of ITIL and IT Service Management best practices
Experience leading Incident, Problem, Change, and Service Delivery processes
Experience working with ServiceNow ITSM solutions
Strong communication, analytical, and stakeholder management skills
ITIL Foundation or higher certification
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist (CIS-ITSM)
Experience managing ServiceNow administrators, developers, or platform resources
Experience implementing or maturing CMDB, Knowledge Management, Service Catalog, and Major Incident Management programs
Experience within the energy, utilities, or critical infrastructure industries
Working Conditions
This position is located in Charlotte, NC
Relocation assistance may be available for well-qualified candidates to support a smooth transition to the area
This is an onsite position with option to work remotely one day per week
Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) with matching
Employee assistance program
Flexible spending account
Life insurance
Paid time off
Parental leave
Additional Information:
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Deriva welcomes veterans of the United States Armed Forces to apply for this position. Deriva includes veterans of all branches and a diverse set of occupational specialties. We value the independent thinking, problem solving, leadership, and teamwork that our veterans have developed through their service. We welcome applications from any service and any military occupational specialty.
Deriva Energy is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.