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Information Technology

Senior Manager, IT Service Management Strategy & Implementation (Remote OK)

Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!


We're looking for a highly motivated IT Service Management Strategy and Implementation to manage a team and champion the development of service management processes and the service management platform (ServiceNow). As Senior Manager, you will be responsible for defining and implementing a strategy to drive adoption of service management and operational standard methodologies relevant to all IT services including both cloud and on-premise offerings. You will define roadmaps for the ServiceNow platform that will demonstrate all capabilities to increase the value to our internal customers and stakeholders; including IT, HR, Facilities, Engineering, Security, and more. You will have an opportunity to create an environment that supports customer self-service and automation of routine service requests. You will develop and implement a strategy and roadmap for operational excellence in the application of ITSM services, procedures and tools.


  • Responsible for leading a team of technologists in the areas of software development, platform administration, service transformation, service management, metrics and reporting.
  • Drive the maturity of Splunk IT’s Service ownership across the organization.
  • Develop a team and define roles and responsibilities.
  • Provide direction and goal setting on strategy and operations.
  • Successfully define the IT organization by implementing methodologies that support Service Management and overall Operations Service Delivery.
  • Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
  • Develop performance indicators, lead all aspects of the process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
  • Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, reporting and through regular engagement with partners.
  • Drive and measure customer satisfaction across all platform partners and users.
  • Work with internal SNOW customers & other Incident Management teams across the business to ensure collaboration and coordinated strategy to meet service management goals and objectives.
  • Ensure all service management processes enable service agility.


  • Bachelor's or Master's degree in Computer Science or related field AND a minimum of 5 years of relevant experience OR; equivalent combination of experience, training, and/or education.
  • 5+ years experience in ITSM and/or Information Technology
  • Experience driving the adoption of ITSM best practices
  • Experience developing strategies and roadmaps for operational excellence
  • Expert knowledge of ITIL framework and managing transformation and ongoing operations of Service Management processes.
  • Working knowledge of ServiceNow and Splunk
  • Working knowledge of change management methodology

Are you ready for the next step in your career? Splunk has been in the Top 10 "Best Places to Work" for ten years in a row, and we're only getting better!

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Splunk's Hiring Practices
Splunk turns machine data into answers. Organizations use market-leading Splunk solutions with machine learning to solve their toughest IT, Internet of Things and security challenges.
Individuals seeking employment at Splunk are considered without regards to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition (except where physical fitness is a valid occupational qualification), genetic information, veteran status, or any other consideration made unlawful by federal, state or local laws. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Affirmative Action Policy Statement.
Splunk also has policies in place to protect the personal information candidates disclose to us as part of the application process. Please click here to review Splunk’s Career Site Privacy Policy.

Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.

Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.

Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.

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