Title:  Manager, IT Service Management (NJUS)

The Manager, IT Service Management is responsible for the strategic leadership, culture, performance, and continuous improvement of NetJets' Service Desk and Application Support functions. This leader is accountable for creating a world-class service organization that delivers exceptional experiences to employees and business partners through every interaction. 

This role champions a service-first mindset grounded in empathy, accountability, hospitality, and operational excellence. The Manager, IT Service Management will foster a culture where technical expertise is paired with genuine care for the customer experience, ensuring that every support engagement reflects NetJets' commitment to personalized service. 

The successful candidate will lead and develop a high-performing team of support professionals and technical specialists while driving continuous improvement across support processes, employee experiences, service delivery capabilities, and business partnerships. This position serves as the voice of customer experience within IT and is responsible for ensuring service outcomes align with the expectations of a world-class hospitality organization. 

• Lead and inspire Service Desk and Application Support teams to deliver exceptional customer experiences that exceed expectations and reinforce NetJets' culture of service excellence.
• Foster a high-performing, service-oriented culture built on trust, psychological safety, accountability, continuous learning, and teamwork.
• Develop approximately 20 technical contributors, team leads, and contractors through coaching, mentoring, career development programs, and individual development plans.
• Create an environment where team members are empowered to solve problems, take ownership, and deliver meaningful outcomes for customers.
• Ensure all Service Support teams are appropriately staffed and scheduled to support a global 24x7x365 operating environment while maintaining high service quality standards.
• Champion continuous improvement initiatives focused on customer satisfaction, service effectiveness, knowledge sharing, operational efficiency, and employee experience.
• Serve as a key member of the Infrastructure Services & Operations leadership team, representing Service Support priorities, risks, opportunities, and strategic initiatives.
• Leverage data, reporting, and customer feedback to identify trends, measure service health, and drive improvements in support delivery and user experience.
• Partner with IT leaders and business stakeholders to strengthen relationships, understand business needs, and proactively improve services that enable employee success.
• Collaborate with Corporate Communications and business partners to develop effective customer communications, service awareness initiatives, and customer satisfaction programs.
• Ensure Service Desk and Application Support teams are active participants in major incidents, problem management, change management, and continual service improvement activities.
• Manage annual budgeting, vendor relationships, procurement activities, and operational planning associated with Service Support services and technologies.
• Represent Service Support within enterprise projects and strategic initiatives, ensuring customer experience and support readiness considerations are incorporated throughout project lifecycles.

• Demonstrated ability to build, lead, and sustain a customer-centric service organization focused on exceptional experiences and business outcomes.
• Proven experience developing high-performing teams through coaching, mentorship, servant leadership, and intentional culture building.
• Strong understanding of service excellence principles, customer experience management, and the relationship between employee experience and customer satisfaction.
• Ability to create an environment of trust, collaboration, and psychological safety where team members feel empowered to contribute, innovate, and grow.
• Exhibits leadership through influence, authenticity, accountability, and service to others rather than relying solely on positional authority.
• Experience managing and improving customer satisfaction, Voice of Customer programs, service metrics, and continuous improvement initiatives.
• Excellent communication and relationship-building skills with the ability to engage effectively with executives, peers, team members, vendors, and business stakeholders.
• Demonstrated success leading through organizational change while maintaining engagement, alignment, and a positive team culture.
• Strong knowledge of ITIL principles including Incident, Major Incident, Problem, Knowledge, Request, and Service Level Management.
• Ability to balance operational excellence, technical execution, employee development, and customer experience priorities.
• Experience leading global support organizations in a 24x7x365 environment across multiple geographies and business functions.
• Passion for developing people, creating meaningful customer experiences, and advancing a culture of continuous improvement.