ServiceWorks Practice Manager (Program Manager, ITSM)

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.

Information Services is the central IT department supporting all divisions of the Metropolitan Council. Our 140 team members provide technology, practices, and innovative solutions that enable the core services of the Council.

How your work would contribute to our organization and the Twin Cities region:
The ServiceWorks Practice Manager provides leadership, coordination, governance, and continual improvement for Information Services operational practices, standards, and process governance activities across the Metropolitan Council. This role is responsible for establishing and sustaining consistent IT Service Management (ITSM) and operational governance practices that enable reliable, customer-focused, compliant, and measurable service delivery across all Council divisions.

The position leads cross-functional process governance initiatives aligned to ITIL 4, ServiceWorks program objectives, and Council operational priorities. The incumbent collaborates with IS leadership, Service Owners, platform administrators, project teams, and business stakeholders to develop, implement, govern, measure, and mature enterprise-wide operational practices and governance frameworks.

This role functions as a strategic and coordination role through leadership of cross-divisional governance initiatives, facilitation of operational alignment, management of organizational process dependencies, and oversight of operational improvement roadmaps, metrics, and governance reporting.

The ServiceWorks Practice Manager is responsible for aligning operational processes, governance standards, platform workflows, organizational adoption, and continual improvement efforts to support operational excellence, risk reduction, service quality, compliance, and organizational transparency.

Full Salary Range: $42.58 - $69.09 hourly/$88,566 - $143,707 yearly Anticipated Salary Range: $48.33 - $61.54 hourly/$100,526 - $128,003 yearly
The starting salary will depend on the selected candidate's experience, skills, education, and internal salary equity.

This position is eligible for a

hybrid (both remote and onsite) telework arrangement. The candidate's permanent

residence must be in Minnesota or Wisconsin. This position will create a

six-month eligibility list for current and future openings.

Enterprise Practice Governance and Leadership

• Lead the governance, coordination, and continual improvement of enterprise IS operational practices including Incident Management, Service Request Management, Change Enablement, Problem Management, Knowledge Management, and related operational governance functions.
• Develop and maintain enterprise operational standards, governance frameworks, workflows, procedures, process documentation, RACI models, and performance measures aligned to ITIL 4 and ServiceWorks objectives.
• Establish governance structures and operational review processes to ensure consistency, accountability, compliance, and measurable performance across IS functions.
• Lead cross-functional operational governance initiatives requiring collaboration among multiple divisions, stakeholders, and leadership levels across the Council.
• Facilitate operational governance forums, steering committees, CAB activities, and continual improvement discussions.
• Ensure operational practices align with Council security, compliance, audit, risk management, and enterprise governance requirements.
• Coordinate operational process dependencies, priorities, risks, impacts, and organizational change activities across multiple IS functions and initiatives.

• Drive enterprise operational maturity initiatives and continual service improvement efforts through analysis of performance metrics, trends, customer feedback, operational risks, and service outcomes.
• Lead operational roadmap planning activities aligned with ServiceWorks strategic priorities and IS organizational goals.
• Identify opportunities to improve service quality, workflow efficiency, operational transparency, organizational accountability, and customer experience.
• Coordinate with Service Delivery Analysts, technical teams, project managers, and business stakeholders to align operational processes with organizational initiatives and service delivery objectives.
• Support development and implementation of operational governance policies, standards, and organizational best practices.
• Promote data-driven operational decision-making and measurable improvement outcomes across IS.

• Develop and maintain operational dashboards, KPIs, governance reporting, maturity assessments, and executive-level status communications.
• Provide operational governance updates and presentations to IS leadership, governance committees, and senior management groups.
• Monitor operational performance, compliance trends, service risks, process adherence, and improvement initiatives.
• Coordinate organizational communication regarding operational standards, governance expectations, and process changes.
• Support enterprise operational planning and prioritization activities through governance analysis and reporting.
• Facilitate organizational alignment between operational governance objectives, platform capabilities, and service delivery expectations.

• Partner with ServiceWorks platform administrators and technical teams to align workflows, automation, reporting, forms, and system functionality with approved governance standards and operational processes.
• Ensure operational data quality, governance integrity, documentation consistency, and reporting accuracy across ServiceWorks processes and systems.
• Coordinate process governance requirements related to Configuration Management, Asset Management, Service Management, Knowledge management, and Change Enablement.
• Support evaluation and implementation of operational enhancements, workflow automation opportunities, and governance controls within enterprise ITSM platforms.
• Collaborate with technical and operational teams to ensure platform capabilities support organizational governance and reporting needs.

• Develop and deliver operational governance training, workshops, process education, and organizational adoption activities.
• Provide consultation, mentorship, and operational guidance to IS staff, leadership, Service Delivery Analysts, and governance participants.
• Promote organizational understanding of operational standards, governance expectations, service accountability, and customer-focused practices.
• Support onboarding and operational adoption activities for new or revised governance processes and standards.
• Foster a culture of continual improvement, collaboration, operational accountability, and service excellence across IS.

Any of the following combinations of education (in IT, Business Administration, or similar) and progressively responsible experience in IT Service Management, operational governance, enterprise process management, program coordination, or related operational leadership functions:

• High school diploma or GED and 8 years of experience.
• Associate's degree and 6 years of experience.
• Bachelor's degree and 4 years of experience.

• ITIL 4 Managing Professional, Practice Manager, or Intermediate certifications.
• Experience with ITIL 4 practices, operational governance frameworks, and continual improvement methodologies.
• Experience with ITSM tools and enterprise workflow platforms such as Ivanti Neurons, ServiceNow, Cherwell, or similar platforms.
• Experience implementing or governing enterprise ITSM programs in a public-sector or large enterprise environment.
• Experience with training development, mentoring, and organizational education.
• Experience developing operational standards, governance documentation, workflows, and reporting structures.
• Experience supporting operational governance within hybrid operational and project-based environments.
• Experience facilitating governance boards, CAB processes, or enterprise operational review forums.
• Experience with operational reporting, dashboarding, and workflow automation initiatives.

• Enterprise operational process management and governance structures.
• Operational metrics, KPI development, governance reporting, and performance measurement techniques.
• Service delivery, operational compliance, audit, and risk management principles.
• Organizational change management and operational adoption strategies.
• Operational governance support within hybrid operational and project-based environments.
• Portfolio, operational dependency, and enterprise coordination concepts.

• Operational governance facilitation and enterprise coordination.
• Building organizational alignment and facilitating cross-functional collaboration.
• Executive communication, presentation development, and stakeholder engagement.
• Process analysis, operational improvement planning, and governance reporting.
• Written and verbal communication with technical and non-technical audiences.

• Lead enterprise operational governance initiatives involving multiple divisions and stakeholder groups.
• Build consensus, facilitate organizational alignment, and influence operational improvements without direct authority.
• Anticipate and balance operational priorities, organizational risks, and stakeholder needs.
• Analyze operational performance data and drive measurable improvement initiatives.
• Develop and communicate operational governance strategies and recommendations to leadership audiences.
• Coordinate complex operational initiatives with multiple dependencies and organizational impacts.
• Foster collaboration, accountability, and customer-focused service delivery practices across IS.

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage our employees to develop their skills through on-site training and tuition reimbursement.
• We provide a competitive salary, excellent benefits and good work/life balance.

Union/Grade: AFSCME/Grade H
FLSA Status: Exempt Safety Sensitive: No

What your work environment would be:
Work is performed in a standard office setting. May require travel between primary work site to other sites.

What steps the recruitment process involves:

1. We review your minimum qualifications.
2. We rate your education and experience.
3. We conduct a structured panel interview.
4. We conduct a selection interview.