Product Manager - ITSM

Build Your Career. Build America's Future.
Vulcan Materials Company is the nation's largest producer of construction aggregates and a major producer of aggregates-based construction materials including asphalt and ready-mixed concrete. When you join Vulcan, it's more than starting an exciting career - you get to make a difference for millions of people every day across the country.

When you join Vulcan, you join a dynamic culture in which career development is encouraged, excellence is rewarded and diversity is valued. No matter the role or the location across the country, every member of the Vulcan team lives through the Vulcan Way: doing the right thing, the right way, at the right time.

We're Coming Back Together To Be Together 100% In Office
At Vulcan Materials, we believe that the heart of our success lies in the strength of our engagement, our connection, and our commitment to developing our people. We are excited to restore the collaborative in-person environment that fuels our innovation and growth. This move is not just about being physically present; it's about reigniting the spirit from face-to-face interactions, fostering a collaborative, inclusive culture where every voice is heard and everyone thrives.

About the Job:

Vulcan is adopting ITIL best practices and implementing a new ITSM solution, and leveraging an MSP partner, to transform its IT Operating Model. The Product Manager - ITSM will plan, implement, and maintain IT Services in partnership with Services Owners and drive adoption, process standardization, optimize ServiceNow's value, and ensure effective collaboration with MSP for ServiceNow administration and support.

What You'll Do:

ITSM & ITIL Strategy and Adoption:

• Develop and champion a comprehensive ITSM adoption roadmap aligned with Vulcan's IT strategy and business objectives, leveraging ITIL 4 principles.
  
• Collaborate with IT leadership and stakeholders across all IT domains (e.g., Infrastructure, Applications, Security) to understand their needs and identify opportunities for ITSM process implementation and improvement.
  
• Lead the development, implementation, and continuous improvement of key ITSM processes beyond the traditional helpdesk, such as Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management, Service Catalog Management, Asset Management, and potentially others based on organizational needs.
  
• Define and track key performance indicators (KPIs) and metrics to measure the effectiveness and maturity of adopted ITSM processes and work with Service Owners to develop and implement service level agreements (SLAs) and operational level agreements (OLAs), establishing CSAT and Net Promoter scoring and reporting where appropriate.
  
• Drive awareness and understanding of ITIL and ITSM practices throughout the IT organization through training, communication, and coaching. Plan and coordinate training and communications to build maturity across teams. Foster a culture of continuous improvement within IT, leveraging data and feedback to refine processes and enhance service delivery.

ServiceNow Platform Ownership and Optimization:

• Serve as the primary point of contact within Vulcan IT for the ServiceNow platform strategy, roadmap and backlog prioritization & delivery.
  
• Collaborate closely with CDW (our ServiceNow MSP) to define, prioritize, and oversee platform configuration, development, and enhancements.
  
• Ensure ServiceNow is leveraged effectively to support adopted ITSM processes and provide a seamless user experience.
  
• Work with stakeholders to define clear requirements for ServiceNow modules and workflows, ensuring alignment with business needs and preventing unnecessary customization (sprawl).
  
• Oversee the integration of ServiceNow with other relevant IT and business systems.
  
• Stay abreast of ServiceNow updates, new features, and best practices to identify opportunities for platform optimization and value realization.

MSP Relationship Management:

• Act as the central point of contact for managing the relationship with CDW regarding ServiceNow administration and support.
  
• Collaborate with CDW to ensure adherence to agreed-upon service levels and performance targets.
  
• Facilitate regular communication and governance meetings with CDW to review progress, address issues, and plan future activities.
  
• Ensure effective knowledge transfer and collaboration between Vulcan IT teams and CDW.
  
• Participate in the evaluation of CDW's performance and provide feedback for continuous improvement of the partnership.

Governance and Compliance:

• Facilitate the ITSM Governance Council.
  
• Establish and maintain ITSM policies, standards, and procedures.
  
• Ensure compliance with relevant regulatory requirements and internal controls related to IT service management.
  
• Monitor adherence to established ITSM processes and identify areas for improvement.

Skills You'll Need:

• Bachelor's degree in Information Technology, Business Administration, or a related field.
  
• ITIL 4 Foundation certification is required; higher-level ITIL certifications (e.g., Managing Professional, Strategic Leader) are highly desirable.
  
• Minimum of 5-7 years of experience in IT, with a significant focus on IT Service Management and ITIL process implementation.
  
• Proven experience leading the adoption of ITSM practices across diverse IT teams and domains.
  
• Demonstrated experience with the ServiceNow platform, including a strong understanding of its modules and capabilities.
  
• Experience managing relationships with external IT service providers or MSPs.
  
• Strong understanding of IT operations and infrastructure.
  
• Excellent analytical, problem-solving, and decision-making skills.
  
• Exceptional communication, interpersonal, and stakeholder management skills, with the ability to influence and drive change.
  
• Ability to work independently and collaboratively in a fast-paced environment.
  
• Strong project management skills and the ability to manage multiple initiatives simultaneously.

Preferred Qualifications:

• Experience implementing ServiceNow in a complex organizational environment.
  
• Familiarity with Agile and DevOps methodologies and their integration with ITSM.
  
• Experience with organizational change management principles and practices.

What You'll Like About Us:

Great Company Culture. Our people share a competitive drive for excellence in an environment of trust, teamwork, open-mindedness and communication.

Safe. Industry leader in health and safety standards. We are committed to creating a safe work environment and protecting all employees and customers.

Meaningful Work. What sets up apart is the work we do impacts daily lives - and every employee contributes. Our aggregates produced are used to build roads, schools, hospitals, airports, and housing throughout the United States.

Health Benefits. Medical, Dental, Vision programs, plus much more.

Rest and Relaxation. Paid vacation, personal floating days, and paid holidays.

Prepare for the Future. 401(k) with company match and contribution.

Training and Development. We see our development programs and helping our employees meet their goals as a key part of our business.

Vulcan Materials Company is committed to employing a diverse workforce. You will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. You also have the right to be free from discrimination for medical needs arising from pregnancy, childbirth, or related medical conditions.