Manager I, IT Support

TransUnion's Job Applicant Privacy Notice Team Overview The IT Service Management Lead is responsible for driving the governance, performance, and continuous evolution of Incident, Problem, Change, and Service Transition Management processes. This role ensures the stability, availability, and resilience of technology services that support critical business operations while promoting a proactive, data-driven approach to service excellence. The position also leads the responsible adoption of automation, analytics, and artificial intelligence capabilities to enhance operational efficiency, service quality, and risk prevention. Working closely with Technology, Operations, Information Security, Solutions, Commercial teams, and external vendors, the role coordinates the resolution of critical incidents, oversees the successful implementation of changes, and ensures the seamless transition of new services into production. Success in this position is measured through service reliability, customer satisfaction, operational risk reduction, continuous improvement outcomes, service-level achievement, and the advancement of automation and AI initiatives that deliver measurable business value.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week. Role Overview And Core Responsibilities Professional with a degree in Systems Engineering, Industrial Engineering, Telecommunications, Business Administration, or a related field. At least 5 years of experience in IT service management, technology operations, business support, or equivalent roles, including team leadership. Proven experience in critical incident management, root cause analysis, change management, and service transition. Knowledge of and ability to apply service management and IT governance frameworks, including ITIL, risk management, business continuity, and a current ITIL certification. Experience with ITSM tools, such as ServiceNow, Jira Service Management, Remedy, or similar platforms. Knowledge of automation, analytics, and artificial intelligence applied to IT operations, including the identification and structuring of use cases and opportunities for improvement. Experience managing metrics, vendors, and service level agreements (SLAs), including monitoring availability, recovery, impact, user experience, and improvement plans. Outstanding professional competencies, including leadership, strategic thinking, results orientation, analytical skills, decision-making under pressure, stakeholder management, negotiation, executive communication, change management, customer focus, and collaborative work. #LI-Hybrid #LI-SO1 Required Knowledge And Experiences Lead IT service management, including Incident, Problem, Change, and Service Transition processes, ensuring they align with organizational policies and standards. Direct the response to critical incidents, coordinating multidisciplinary teams to ensure timely service recovery, impact mitigation, and effective communication with stakeholders. Manage root cause analysis and the improvement of operational stability, defining action plans that reduce the recurrence of incidents and strengthen service continuity. Govern the change and transition management process, ensuring the assessment of risks, impacts, dependencies, implementation plans, and compliance with operational readiness criteria prior to going live. Monitor and optimize service performance by defining and tracking metrics, service levels, risks, trends, and opportunities for improvement. Drive continuous improvement, automation, and innovation, including the development of analytical capabilities and use cases for artificial intelligence applied to service management. Ensure compliance, governance, and knowledge management by maintaining documentation, traceability, controls, audit readiness, and the updating of procedures and best practices. Manage relationships with stakeholders, vendors, and work teams, promoting TransUnion Overview: At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.   Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology. TransUnion Job Title Manager I, IT Support