Sr. Manager, Digital Technology Services

Summary

The Senior Manager of ITSM Process & Governance is responsible for architecting, operationalizing, and maturing Grifols’ global Service Management governance capability from a foundational starting point. This role leads the creation and institutionalization of a fully functioning Process & Governance organization in an environment where ITSM maturity, standardization, and discipline are currently limited.

The Senior Manager will establish governance structures, define enterprise ITSM frameworks, recruit and develop senior process leaders, implement performance measurement systems, and personally drive enforcement and adoption until sustainable maturity is achieved. This is both a strategic transformation role and an operational leadership role.

Success in this position requires the ability to design scalable governance models while simultaneously embedding them into day-to-day operations across Service Desk, Deskside, Platform Engineering, IT Asset Management, Compliance, and external service providers.

• Architect and implement the full ITSM Process & Governance operating model, including Service Operations & Restoration, Service Enablement & Control, Knowledge & Service Design, Configuration Governance, Continual Improvement, and Demand Governance


• Define enterprise-wide ITSM process standards aligned to ITIL v4, regulatory requirements, and ServiceNow enablement


• Establish governance forums (CAB, demand boards, CSI councils, configuration review boards) and ensure disciplined execution


• Define maturity baselines, uplift targets, and phased improvement roadmaps.


• Develop measurable performance frameworks including SLAs, OLAs, XLAs, MTTR, change success rate, CMDB health, knowledge deflection, and demand throughput


• Oversee the design and enforcement of structured demand intake and prioritization aligned to business value and capacity constraints


• Ensure alignment between governance frameworks and ServiceNow workflows, automation, and reporting


• Partner with Compliance and Quality to embed SOX, GxP, and validation controls into operational processes


• Drive cross-functional adoption across IT and MSP partners, resolving resistance and eliminating informal practices


• Provide executive-level reporting on service health, risk exposure, compliance posture, and maturity progression


• Act as the senior authority for ITSM governance decisions during early maturity phases


• Build, mentor, and performance-manage senior individual contributors responsible for operationalizing each discipline

Qualifications

• Bachelor’s degree in Information Technology, Business, or related discipline preferred


• 10+ years of progressive ITSM leadership experience


• Proven experience building ITSM organizations from low maturity to structured enterprise capability


• Deep expertise across ITIL v4 domains


• Experience operating in regulated enterprise environments (SOX, GxP, GDPR)


• Strong executive communication and stakeholder influence skills


• Demonstrated ability to combine governance architecture with operational execution


• Extensive ServiceNow ITSM experience preferred

Occupational Demands:  Work is performed in an office environment with exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Frequent hand movement of both hands with the ability to make fast, simple movements of the fingers, hands, and wrists.   Occasionally walks. Occasionally bends and twists neck. Light to moderate lifting and carrying objects with a maximum lift of 25lbs. Frequently drives to site locations with occasional travel within the United States. Able to communicate complex information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences. Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals. Frequently interacts with others, relates sensitive information to diverse groups. Must work with diverse groups to obtain consensus on issues. Ability to apply abstract principles to solve complex conceptual issues. 

Third Party Agency and Recruiter Notice:

Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.

Grifols provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.  We will consider for employment all qualified applicants in a manner consistent with the requirements of all applicable laws.

Location: NORTH AMERICA : USA : NC-Clayton:USNC0002 - Clayton 

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