Technical Project Manager

ITSM Manager (Technical Project Manager / Product Owner)Company OverviewConcorde 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 SummaryThe 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.ResponsibilitiesOwn and lead the organization’s ITSM execution across Incident, Service, Change, and Problem ManagementServe as Product Owner for the Agile team supporting R&D, Production Support, Delivery, and ReliabilityLead Incident Management from alert through recovery, including: Incident coordination and stakeholder communicationRoot Cause Analysis (RCA)Emergency change coordinationRecommendation of permanent fixes via SOP or routine changesDrive Service Enablement by triaging and routing standard work items across teamsGovern Change Enablement, including: Managing SOP, routine, and emergency changesMaintaining change calendarsDriving approval workflows and complianceLead Problem Management to identify and eliminate root causes of recurring incidentsFacilitate post-mortems and convert findings into actionable backlog items for planned work for technology teamsDesign and maintain Policy and SOP aligned workflow & runbook specifications for: Production Support & TriageDelivery & ReliabilityDevelop and maintain ticket prioritization frameworks using impact × severity scoringEnsure production support work is reviewed and approved in alignment with the Principal EngineerPartner with the SAFe-aligned PMO and Enterprise Portfolio to drive coordinated execution and delivery outcomes across ITSM initiativesSupport the definition and operationalization of service and change enablement reporting signals, enabling the CTO to deliver actionable insights to senior and executive leadershipManage intake, triage pipelines, and workflow optimization across ticketing systemsProvide reporting on incidents, changes, service requests, and recurring issuesDrive continuous improvement in reliability, service quality, and operational executionRequired Skills & CapabilitiesStrong expertise in IT Service Management (ITSM)Proven experience leading incident response in production environmentsDeep knowledge of change management / enablement processesExperience in problem management and RCA methodologiesAbility to operate as both a Technical Project Manager and Product OwnerStrong technical credibility with engineering, delivery, and reliability teamsExperience designing triage workflows and prioritization frameworksKnowledge of impact × severity ticket ranking modelsStrong stakeholder management and communication skillsExperience writing SOPs, workflows, and operational specificationsHigh degree of organization, attention to detail, and execution disciplinePreferred Skills & CapabilitiesExperience operating within a SAFe / Agile Release Train (ART) environmentExperience collaborating with PMO and Enterprise Portfolio governance structuresFamiliarity with Production Support, Delivery, and Reliability / SRE modelsExperience building operational dashboards and reporting frameworksKnowledge of ITIL or similar service management frameworksQualifications & ExperienceBachelor’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 OperationsHands-on experience with Jira, Planes, and ticketing systems such as OS TicketExperience operating within Agile environments with cross-functional responsibilitiesProven experience designing and implementing operational workflows and service processesPerformance ExpectationsQuantitativeReduce time to triage and respond to incidentsIncrease percentage of incidents with completed RCA and follow-up actionsImprove change approval cycle efficiency and complianceIncrease conversion rate of recurring incidents into problem management solutionsImprove throughput and prioritization accuracy across service requestsQualitativeEstablish consistent, repeatable execution of ITSM processes across teamsImprove cross-team coordination and incident communicationDeliver scalable workflow designs for service operationsStrengthen production discipline, documentation quality, and governanceProvide meaningful service performance insights to CTO and executive leadershipAct as a trusted technical and operational partner to Technology Department leadershipWhy You Will Love Working HereA collaborative, supportive, and mission-driven environment focused on high-quality service and continuous improvementOpportunities to work with experienced team members across operational and technical domainsExposure to complex, high-impact initiatives that improve service delivery and reliabilityA culture that values accountability, integrity, and shared problem solvingOpportunities for professional growth, mentorship, and continuous developmentAbout UsConcorde 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 CitationThis 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 StatementConcorde 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.