ITSM Process Manager

Visão Geral

The ITSM Process Manager is a pivotal role within our Corporate Technology organization, responsible for the strategic development, implementation, and continuous improvement of IT Service Management (ITSM) processes. This role demands a n experienced manager who can oversee ITSM initiatives, ensure alignment with business goals, and drive excellence in IT service delivery.

WHAT YOU WILL DO

• Spearhead the strategic development and execution of ITSM initiatives, ensuring alignment with organizational goals and user needs through comprehensive business analysis and collaboration with development teams.
• Assume full ownership of ITSM processes, proactively identifying and leading continuous improvement initiatives to enhance efficiency, effectiveness, and adaptability to changing business needs
• Work closely with various IT groups to define, standardize, and adhere to consistent and repeatable ITSM processes, promoting efficiency and alignment across the organization
• Develop and maintain strong, strategic relationships with customers, stakeholders, and IT teams, ensuring open communication and alignment with business and IT objectives
• Oversee the governance of the Configuration Management Database (CMDB) processes , ensuring its accuracy, completeness, and strategic alignment with ITSM objectives
• O versee the entire lifecycle of C hange M anagement, from initiation and planning to implementation and review
• Continuous review and optimization of ITSM processes and tool
• Measures adherence to defined ITSM processes and policies. High compliance indicates that ITSM practices are being followed correctly
• Positive feedback from business units on the impact of ITSM improvements on their operations
• Evidence that ITSM processes and projects support broader organizational objectives
• Number and impact of process improvement initiatives implemented
• Higher adherence to defined ITSM processes, indicating effective governance

ABOUT YOU

• 5-7 years of experience in ITSM processes
• Knowledge of and experience in supporting ServiceNow platform
• Past experience in leading, managing and/or participating in cross-functional IT projects
• Knowledge of ITIL -based ITSM best practices
• Experience working with and communicating to all levels of the organization
• Deep understanding of ITSM concepts, frameworks, and tools, with expertise in Incident, P roblem , Change , Release & Request Management as well as knowledge of Configuration Management Database (CMDB) processes
• Exceptional communication abilities, both written and verbal, with a proven track record of crafting and delivering clear, impactful messages tailored to diverse audiences, from technical teams to executive leadership
• Exceptional ability to establish and maintain strong, trust-based relationships with a broad spectrum of stakeholders, including senior management, IT teams, and external partners
• Expertise in managing complex schedules, prioritizing tasks, and driving projects to successful completion within tight deadlines, while maintaining a strategic focus on organizational objectives
• Able to work effectively at all levels in an organization
• Strong commitment to collaborative teamwork, with a talent for leading cross-functional teams and initiatives, fostering a culture of inclusion, and harnessing the collective strengths of diverse groups to achieve common goals.

TOTAL REWARDS

Our total rewards philosophy integrates programs for compensation, benefits, recognition, learning and development, corporate culture, corporate citizenship and work-life balance. While individual program componentsmay differ by country, some things remain constant:

• our commitment to rewarding results
• opportunities to work with talented and driven individuals at every level of our company who respect each other, treat each other fairly and hold one another accountable for our customers’—and our company’s—success

There's more ...

• inclusive employee resource groups
• generous medical, dental, vision and other great benefits
• paid parental and medical leave programs
• 401(k) with a company match component and profit sharing
• 15 days of paid time off plus company holidays
• Hybrid work model with flexibility
• tuition reimbursement and student loan repayment assistance