Senior Manager - IT Service Management & End User Services

Barnes Aerospace is seeking a Senior Manager, IT Service Management & End User Services to join its team. This is a key leadership role responsible for shaping and continuously improving Barnes Aerospace's global IT service delivery and end user experience. Reporting to the Director of Infrastructure, this role owns global ITSM governance, ServiceNow optimization, SLA performance, and end user computing services across all regions. The position partners closely with IT, cybersecurity, infrastructure, site leaders, and managed service providers (MSPs) to ensure IT services are reliable, measurable, and aligned with business priorities. This leader will drive operational excellence, incident reduction, automation, and a culture of proactive service delivery. If you're interested in working with a dynamic team to identify and capture new business opportunities that advance BA's short and longer-term growth strategy, please submit your name and credentials for further consideration.

Key Responsibilities

IT Service Management Leadership

• Lead governance and continuous improvement of ITIL-based processes (Incident, Problem, Change, Request).
• Own and evolve the ServiceNow roadmap, automation strategy, and workflow optimization.
• Establish and report on SLAs, KPIs, and CSAT metrics globally.
• Partner with MSPs to ensure enterprise-aligned service delivery standards.

End User Services & Experience

• Oversee global end user computing (desktops, laptops, collaboration tools, mobility).
• Improve device performance, self-service capabilities, and digital workplace experience.
• Ensure consistent service delivery across all time zones and manufacturing sites.
• Drive proactive support and standardized practices with service partners.

Operational Excellence

• Monitor service trends, conduct root cause analysis, and reduce recurring incidents.
• Enhance knowledge management and service catalog capabilities.
• Lead automation and process simplification initiatives through ServiceNow and ITSM tools.

Business & Stakeholder Engagement

• Collaborate with site IT leads, GMs, infrastructure, applications, and cybersecurity teams.
• Support major incident management and business continuity processes.
• Communicate performance metrics and service improvements to leadership.

Qualifications

• 10+ years of progressive IT experience, including 5+ years in ITSM or End User Services leadership roles (Manufacturing or aerospace industry experience preferred)
• Experience managing MSP/vendor relationships in hybrid delivery models
• Manufacturing or aerospace experience preferred

• Bachelor's degree in IT, Business, Computer Science, or related discipline
• ITIL v4 certification required; ServiceNow certification a plus.

Instructions:

To be considered for the above position, please visit our website www.barnesaero.com, click on careers, search for the job posting in which you are interested and submit your resume online.

At Barnes Aerospace, career development is a shared responsibility in which all employees are encouraged to develop, improve, and enhance their skills and professional growth to support our business objectives.

This job position may include access to controlled information or technology subject to U.S. export control laws. If an applicant does not meet the definition of a "U.S. Person" (which includes U.S. citizens, U.S. lawful permanent residents, and those granted U.S. asylum or refugee status), the Company may be required to obtain an export control license. If the position for which you applied involves access to controlled information or technology subject to U.S. export control laws, then any offer is also contingent on verification of appropriate documentation for the Company to assess whether an export license will be required to employ you in that role, and if it is determined that an export license is required, the offer is also contingent on the Company's determination, in its sole discretion, whether a license application and ongoing administration is prudent under the project's contract parameters and whether an export license can be successfully obtained before you can start in that role. Export license applications may take several weeks to be processed.