ITSM Service Transition Manager

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.

Functional Title: ITSM Service Transition Manager 
Job Title: Information Technology BA IV 
Agency: Health & Human Services Comm 
Department: Cstmr Srvc Help Desk 
Posting Number: 19662 
Closing Date: 09/19/2026 
Posting Audience: Internal and External 
Occupational Category: Computer and Mathematical 
Salary Range: $9,100.00 - $9,500.00 
Pay Frequency: Monthly
Salary Group: TEXAS-B-27 
Shift: Day 
Additional Shift:  
Telework: Eligible for Telework 
Travel: Up to 5% 
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Exempt 
Facility Location:  
Job Location City: AUSTIN 
Job Location Address: 701 W 51ST ST 
Other Locations:  
MOS Codes: 8846,8848,8858,14NX,15AX,16KX,181X,182X,1D7X1,255A,25B,26B,62E,681X,682X,781X,782X,CYB10,CYB11,ISM 
IT,Z Prefix 
 
 

GENERAL DESCRIPTION:

The ITSM Service Transition Manager serves as a liaison between internal IT teams and business stakeholders and the Service Management Office to drive enhancements and initiatives that align with ITIL and ITSM best practices, specifically focused on our IT Service Delivery & Support service desk teams. This role focuses on identifying business needs, recommending process improvements, and driving continuous service enhancement for the agency and our service delivery teams. The Transition Manager collaborates with cross-functional teams to ensure the ITSM platform, processes, and policies support business objectives, promotes operational efficiency, and enhances the user experience.

 ESSENTIAL JOB FUNCTIONS (EJF):

1. Serves as a primary point of contact for ITSM initiatives, engaging with internal IT teams and business units to gather, analyze, and document service needs, translating business requirements into ITIL-aligned process improvements, service designs, or platform enhancements that support enterprise service delivery goals. Facilitates cross-functional collaboration and communication between technical teams and business stakeholders by leading requirements sessions, service reviews, and stakeholder discussions; ensuring alignment between business priorities, ITSM strategies, and approved service management standards. Advocates for ITSM best practices and continual service improvement, promoting adoption of standardized ITIL-based processes and practices across the organization to improve service quality, reduce operational risk, and enhance customer satisfaction in accordance with agency and SAO expectations for accountability and performance. 25%
2. Identifies and leads engagement opportunities with customers and IT stakeholders to evaluate service management processes, assess operational effectiveness, and recommend ITSM process improvements that align with ITIL best practices, SMO standards, and enterprise service delivery objectives. Partners with IT teams to design, develop, and implement ITSM process improvements, ensuring workflows, procedures, and enabling tools are consistent with ITIL frameworks, agency policies, and standardized service management practices established by the Service Management Office. Analyzes service performance metrics and operational data to identify inefficiencies, trends, and improvement opportunities; develops recommendations that support continual service improvement, improved service reliability, and enhanced customer satisfaction across the organization. 25%
3. Partners with IT teams, service owners, and process managers to plan and implement ITSM process and tool enhancements, ensuring changes are effectively integrated with existing IT infrastructure, enterprise platforms, and business workflows. Supports change management efforts by assessing impacts and coordinating stakeholder engagement, evaluating how ITSM improvements affect operations, services, and users; and facilitating communication to promote awareness, readiness, and adoption of process changes aligned with ITIL best practices.Monitors and reports on the effectiveness of ITSM enhancements impacting the IT Service Delivery & Support teams, analyzing service performance metrics and operational outcomes to determine the impact on business operations, identify areas for refinement and support continual service improvement initiatives across the agency. 25%
4. Provides guidance on ITSM best practices by advising IT teams, service owners, and business stakeholders on Incident, Problem, Change, and Service Request Management processes to support consistent, reliable, and ITIL-aligned service delivery across the agency. Ensures ITSM processes align with governance, compliance, and business requirements by partnering with SMO leadership and IT stakeholders to support standardized practices, policy adherence, and enterprise ITSM frameworks established by HHSC. Drives ITSM adoption and process maturity through training and knowledge-sharing initiatives, supporting workshops, stakeholder education, and documentation efforts that promote awareness, understanding, and sustained adoption of ITSM practices and standards. 25%

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

  • Excellent communication and stakeholder management skills and the ability to translate business needs into technical requirements.

  • Excellent problem-solving and critical thinking skills and a strong attention to detail.

  • Ability to work collaboratively with multiple teams and able to communicate effectively with all levels of the organization both in written and verbal form.

  • Skill in establishing plans and setting objectives and goals that support an overall business strategy.

  • Excellent time management skills in addition to managing multiple priorities, prioritizing tasks, meeting deadlines, and working independently with little to no daily supervision.

  • Advanced skill in identifying business problems, evaluating alternatives, and implementing solutions to resolve in a collaborative and dynamic work environment.

  • Provides excellent customer service.  Models a positive customer service spirit by exhibiting a friendly and helpful attitude with IT's customers. Creates a "Customer Service" environment by establishing and maintaining positive working relationships with all staff and stakeholders.

• Lives within 50 miles of the Austin HHS office and able to work in-office mutiple days a week.

LICENSURE, CERTIFICATION, OR REGISTRATION REQUIRED:

  • ITIL Foundation 4 or 5 certification (or higher) required.

INITIAL SCREENING CRITERA:

• Bachelor's degree in Information Technology, Business Administration, or a related field and 2-3 years of experience in IT Service Management, Business Relationship Management, or a related service delivery role. Work experience in the IT field may be substituted year for year for the education requirement.
• Hands-on experience working with and in ITSM platforms like ServiceNow, BMC Helix, or Cherwell.
• 3-5 years of practical hands-on experience in developing ITIL best practices and service management frameworks and a proven track record of implementing ITSM improvements and driving business value.

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Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Telework Disclaimer:

This position may be eligible for telework.  Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.