Technical Project Manager

ITSM Manager (Technical Project Manager / Product Owner)

Company Overview

Concorde has been a trusted leader in Employment Screening and Health Services since 1983, offering Drug and Alcohol Testing, Background Screening, and Occupational Health Services, as well as integrated fleet management services for State and Federal transportation compliance. At Concorde, we embrace technology and promote a remote-centric work environment. We value collaboration, inclusivity, and work-life balance, offering competitive benefits including employer-matched 401(k) and health insurance.

Role Summary

The ITSM Manager is a highly technical, hands-on Technical Project Manager responsible for leading the execution of core IT Service Management processes across incident response, service enablement, change enablement, and problem management.

This role reports to the Chief Technology Officer (CTO) as a people manager and operates within a Scrum of Scrums Agile Release Train (ART) led by the Principal Engineer.

Serving as the Product Owner, this individual leads an Agile team composed of R&D, Production Support, Delivery, and Reliability teams, ensuring that service operations are effectively executed, triaged, and continuously improved.

The ITSM Manager partners closely with Technology Department leadership, the SAFe-aligned PMO, and the Enterprise Portfolio to ensure aligned execution, operational discipline, and visibility into service performance and reliability outcomes.

Responsibilities

• Own and lead the organization’s ITSM execution across Incident, Service, Change, and Problem Management
• Serve as Product Owner for the Agile team supporting R&D, Production Support, Delivery, and Reliability
• Lead Incident Management from alert through recovery, including:
• Incident coordination and stakeholder communication
• Root Cause Analysis (RCA)
• Emergency change coordination
• Recommendation of permanent fixes via SOP or routine changes
• Drive Service Enablement by triaging and routing standard work items across teams
• Govern Change Enablement, including:
• Managing SOP, routine, and emergency changes
• Maintaining change calendars
• Driving approval workflows and compliance
• Lead Problem Management to identify and eliminate root causes of recurring incidents
• Facilitate post-mortems and convert findings into actionable backlog items for planned work for technology teams
• Design and maintain Policy and SOP aligned workflow & runbook specifications for:
• Production Support & Triage
• Delivery & Reliability
• Develop and maintain ticket prioritization frameworks using impact × severity scoring
• Ensure production support work is reviewed and approved in alignment with the Principal Engineer
• Partner with the SAFe-aligned PMO and Enterprise Portfolio to drive coordinated execution and delivery outcomes across ITSM initiatives
• Support the definition and operationalization of service and change enablement reporting signals, enabling the CTO to deliver actionable insights to senior and executive leadership
• Manage intake, triage pipelines, and workflow optimization across ticketing systems
• Provide reporting on incidents, changes, service requests, and recurring issues
• Drive continuous improvement in reliability, service quality, and operational execution

Required Skills & Capabilities

• Strong expertise in IT Service Management (ITSM)
• Proven experience leading incident response in production environments
• Deep knowledge of change management / enablement processes
• Experience in problem management and RCA methodologies
• Ability to operate as both a Technical Project Manager and Product Owner
• Strong technical credibility with engineering, delivery, and reliability teams
• Experience designing triage workflows and prioritization frameworks
• Knowledge of impact × severity ticket ranking models
• Strong stakeholder management and communication skills
• Experience writing SOPs, workflows, and operational specifications
• High degree of organization, attention to detail, and execution discipline

Preferred Skills & Capabilities

• Experience operating within a SAFe / Agile Release Train (ART) environment
• Experience collaborating with PMO and Enterprise Portfolio governance structures
• Familiarity with Production Support, Delivery, and Reliability / SRE models
• Experience building operational dashboards and reporting frameworks
• Knowledge of ITIL or similar service management frameworks

Qualifications & Experience

• Bachelor’s degree in computer science, Information Technology, Engineering, Project Management (with Technical Minor) or related field (or equivalent experience)
• 5+ years of experience in Technical Project Management, ITSM, or Production Operations
• Hands-on experience with Jira, Planes, and ticketing systems such as OS Ticket
• Experience operating within Agile environments with cross-functional responsibilities
• Proven experience designing and implementing operational workflows and service processes

Performance Expectations

Quantitative

• Reduce time to triage and respond to incidents
• Increase percentage of incidents with completed RCA and follow-up actions
• Improve change approval cycle efficiency and compliance
• Increase conversion rate of recurring incidents into problem management solutions
• Improve throughput and prioritization accuracy across service requests

Qualitative

• Establish consistent, repeatable execution of ITSM processes across teams
• Improve cross-team coordination and incident communication
• Deliver scalable workflow designs for service operations
• Strengthen production discipline, documentation quality, and governance
• Provide meaningful service performance insights to CTO and executive leadership
• Act as a trusted technical and operational partner to Technology Department leadership

Why You Will Love Working Here

• A collaborative, supportive, and mission-driven environment focused on high-quality service and continuous improvement
• Opportunities to work with experienced team members across operational and technical domains
• Exposure to complex, high-impact initiatives that improve service delivery and reliability
• A culture that values accountability, integrity, and shared problem solving
• Opportunities for professional growth, mentorship, and continuous development

About Us

Concorde is a service-oriented, tech-enabled compliance administration organization committed to delivering operational excellence, high-quality solutions, and responsive support to our partners and clients. Our teams work collaboratively across functions to improve processes, enhance service delivery, and drive measurable outcomes. Concorde promotes continuous learning and professional development, with a strong focus on thoughtful decision making and consistent performance.

Confidential Work Citation

This position may involve access to confidential, proprietary, or sensitive information. Employees are required to follow all organizational policies regarding confidentiality, data handling, privacy, and the protection of organizational and client information. Adherence to confidentiality expectations is a condition of employment.

Equal Employment Opportunity Statement

Concorde is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics. Concorde is committed to building an inclusive workplace where individuals feel respected, valued, and able to contribute fully to organizational goals.