Share this Job

Title:  IT Supervisor, Service Management

Department:  Enterprise Systems, Strategy & Governance

Sacramento, CA, US, 95817-1899

Category:  Information Technology/Telecommunications

Minimum Pay Rate: $128,220.00 

Maximum Pay Rate: $169,836.00 

Apply by Date: 03/28/2023 

Posting Type: Open 


SMUD has been serving Sacramento for over 70 years and provides reliable electricity at affordable rates to over 1.5 million customers. SMUD's IT Infrastructure Platform Services department has an exciting opportunity for an IT Supervisor to join our leadership team and lead the IT Service Management team. The team is responsible for architecting, configuring, and managing the ServiceNow platform supporting multiple products for the enterprise.


As member of the IT Infrastructure Platform Services leadership team, you will be responsible to lead a highly motivated team in the design, build, and support of the ServiceNow platform and ITSM processes. The IT Supervisor will collaborate with the team to develop and update the strategic roadmaps to support evolving ITSM/ITOM/ITAM requirements for the platform. In this role, you will advise leadership on transformational opportunities, coordinate with stakeholders on the changes and enhancements to the platform, and ensure rollouts support best practices for product execution. You will manage multiple work streams and prioritize workload with competing efforts for the team and align priorities with the department and IT's enterprise strategy. You will foster development and provide growth opportunities for your team.


Supervise a team of IT professionals that define, develop, and maintain information systems within the organization

Duties and Responsibilities

Supervise team members; respond to complex, escalated enquiries; and check the work of others to ensure projects are conducted effectively and recommendations and reports are accurate and timely. Prioritize and assign tasks to ensure that the team's resources are used effectively and that work schedules and targets are met. Coordinate studies and implement new procedures and techniques. Responsible for quality assurance review of team output and the evaluation and documentation of team procedures. Communicates and coordinates with other supervisors, leaders and clients on cross-functional projects to ensure proper integration of processes, modules and/or deliverables. Provide timely, relevant performance evaluations, individualized development plans, employee coaching and mentoring, and positive discipline documentation.

Required Education

  • High School diploma or equivalent

Required Experience Qualifications

Seven or more (7+) years of progressively responsible relevant Information Technology work experience with involvement on multiple/complex projects, including lead or supervisory experience.

Knowledge Of

Federal and state laws, regulations and policy/procedures related to supervisory practices and employee rights; methods and techniques for planning, organizing, directing and controlling work activities; policies and procedures for evaluating and recording performance results; policies and procedures for recruiting, screening and hiring; principles and practices for delegating, prioritizing, assigning and reviewing work assignments; project management practices; standard IT business practices; up to date IT technology and terminology; exceptional communication skills with the ability to translate business needs into technology solutions.

Skills To

Establish and maintain effective working relationships internally/externally; plan, organize, prioritize and schedule projects; manage, analyze and utilize data; assist with and maintain annual budgets; apply applicable personnel laws, codes and regulations; assess how well one is doing when learning or performing a task; coach, mentor, motivate, influence, challenge and develop staff; initiate, maintain and oversee adherence to safety policies and procedures; interpret and apply SMUD policies procedures, applicable MOU and/or other special agreements; oversee disciplinary actions and resolution of employee grievances; plan, organize, direct, control, and review the work of others; prepare and implement safety plans, procedures and practices for unit; prepare performance plans and evaluations; communicate effectively verbally and in writing; influence senior management and key stakeholders; lead enterprise-wide activities through effective collaboration; drive results; deliver on multiple priorities; think and plan strategically; provide direct and actionable feedback; champion an idea or position despite dissent or political risk; follow through on commitments; hold self and others accountable to meet commitments; make sound decisions; anticipate future trends and implications.

Desirable Qualifications

Education: Bachelor's degree from an accredited college or university majoring in Computer Science, Management Information Systems, or a related field.



  • ServiceNow professional certification
  • ITIL Foundations certification

Experience with any of the following:

  • Leadership, preferably in an ITSM leadership role
  • Managing a ServiceNow platform and products
  • Application architect, developer, or product owner
  • Developing ITSM processes
  • Engaging teams and business partners to develop strategy for driving business outcomes
  • Resource planning, scheduling, and budgeting for projects or a team
  • Setting expectations and providing feedback to team members
  • Hiring, developing and training customer focused technical teams

Who We Are

As the nation's sixth-largest community-owned electric service provider, we're proud of our reputation as one of the best places to work in Sacramento. Our employees tell us in our engagement surveys they're "Happy, satisfied and engaged" which helps create a workplace that best serves our customers.
Sacramento was named as the 2nd happiest place to work in America by Forbes Magazine. Lake Tahoe, San Francisco and the world-renowned Napa Valley are within easy driving distance of our locations.


Our Commitment to Diversity & Inclusion
SMUD celebrates diversity, and inspires an inclusive culture based on trust and respect to create belonging and connection among our employees, customers, and communities. By working together, we are powering positive, equitable opportunities for all. We aspire to be a workplace where you can be yourself, achieve your best, and thrive together. 

An example of our commitment to Diversity, Equity, Inclusion, and Belonging is when SMUD signed the California Equal Pay Pledge in 2020. This requires equal pay for employees who perform “substantially similar work,” when viewed as a composite of skill, effort, and responsibility at the time those employees started within that classification.  As such, initial hiring salary range is not subject to negotiation and salaries will vary over time based on performance.

SMUD is proud to be an equal opportunity employer. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business needs and interests.

Why Sacramento, California?
The capitol of California, Sacramento is the state's sixth-largest city, and the 35th largest in the U.S. Local universities include California State University, University of the Pacific's McGeorge School of Law, and the University of California, Davis and several competitive community colleges. The UC Davis Medical Center, a world-renowned research hospital, is one of more than a dozen hospitals and shared services centers in the Sacramento region. Part of the agriculturally-rich Central Valley, Sacramento is at the forefront of the farm-to-fork food movement. Northern California is home to some of the country's top technology companies, including Google and LinkedIn, and a multitude of startups in many industries. Sacramento is home to the NBA Kings, the River Cats (AAA baseball), the Republic FC (soccer) and the San Francisco Giants, NBA Warriors and NFL 49er's aren't far away. Sacramento offers an affluent liberal arts community with Broadway, Mondavi Center, Crocker Museum and summer musical theater to name a few.


Remote Work:

This position may be eligible for SMUD's remote work employee benefit, the schedule of which will be determined by the successful candidate and the Hiring Manager. SMUD takes pride in powering the Sacramento region community where we live and work. We value the strong working relationships we develop with our colleagues. Our approach to remote work will continue to evolve. Please be aware that should SMUD’s business needs change, emergencies occur, or various other reasons arise, you may be required to report onsite on a part-time or full-time basis.


Questions?  Email

SMUD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. SMUD complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

SMUD expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SMUD employees to perform their expected job duties is absolutely not tolerated.

Req ID:  340