Manager, IT Service Management
Information System
Coppell, TX
March 13, 2026
Manager, IT Service Management
Coppell, TX
What does it mean to be a BrinkerHead? It means creating moments that make everyone feel special - whether you're supporting our restaurants, celebrating wins with your team, or sparking ideas that keep Guests coming back. We play like a team, take pride in our culture, and know that life's too short not to work happy.
At Brinker's Restaurant Support Center (RSC), every role fuels the success of our brands - Chili's® Grill & Bar and Maggiano's Little Italy® - and directly impacts Team Members and Guests. From bold ideas to everyday support, we help create a fun atmosphere, great food and drinks, and the kind of hospitality that keeps everyone coming back. Here, you'll discover opportunities for career growth, belonging, wellbeing, and plenty of chances to work hard and have fun.
Brinker International is an equal opportunity employer. We're proud to provide a welcoming, respectful environment where everyone can thrive.
Job Summary
The IT Service Management (ITSM) Manager leads the design, governance, and continuous improvement of IT service delivery processes to ensure reliable, measurable, and business-aligned technology support. This role is responsible for overseeing core ITIL practices including Incident, Problem, Change, Request, Knowledge, and Configuration Management while driving service performance, operational transparency, and customer experience across the enterprise.
The ITSM Manager partners closely with Service Desk leadership, Infrastructure, Applications, Security, and business stakeholders to improve service quality, reduce operational risk, and enhance system reliability. This leader ensures service management processes are standardized, data-driven, and scalable to support organizational growth.
What You'll Do
Leads enterprise ITIL process ownership across Incident, Problem, Change, Request, Knowledge, and CMDB disciplines.
Develops governance frameworks, KPIs, and dashboards to drive service performance and SLA compliance.
Drives continual service improvement initiatives to reduce recurring incidents and improve first-call resolution.
Oversees CAB governance, change risk assessment, and release coordination to minimize operational impact.
Partners with platform teams (e.g., ServiceNow) to optimize workflows, automation, and reporting capabilities.
Establishes root cause analysis standards and problem management maturity.
Ensures CMDB integrity and alignment to asset and configuration management strategy.
Communicates service health trends and risk insights to IT and business leadership.
What You Bring to the Team
5+ years in IT Service Management or IT Operations leadership.
3+ years of direct experience managing ITIL processes.
ITIL Foundation certification (v4 preferred).
Experience with ITSM platforms - ServiceNow required
Proven experience building dashboards, KPIs, and executive reporting.
Why Brinker
At Brinker, we believe life is short, so work happy! That means creating an environment where you can grow your career, feel a sense of belonging and wellbeing, and have fun along the way.
Here's how we make that real for our BrinkerHeads at the RSC:
- Flexibility that fits your life: Hybrid schedules with weekly flex days to work from home.
- Benefits that support you: Competitive package with medical, dental, and vision coverage; life insurance; paid vacation and holidays; 401(k) with company match; Employee Assistance Program with counseling, financial, legal, and life resources; and Best You EDU, offering education programs and tuition reimbursement.
- Enjoy our brands: Generous dining discounts at Chili's® Grill & Bar and Maggiano's Little Italy®.
- Rewards for your impact: Annual bonus eligibility for every RSC Team Member.
- Wellbeing at work: On-site gym and fitness classes like yoga and boot camp.
- A culture worth celebrating: From company-wide events to a casual, collaborative atmosphere, you'll find plenty of ways to connect, work hard, and play hard.
Check our Careers page and LinkedIn for more exciting opportunities!