Job Description

About the Role

As the Manager, ServiceNow - ITSM, you will be at the forefront of revolutionizing IT operations through the powerful ServiceNow platform. Your role is pivotal in crafting and executing ITSM strategies that streamline workflows, boost operational efficiency, and elevate the user experience. Leading a dynamic team of experts, you’ll collaborate with stakeholders to align IT services with business objectives, leveraging the latest ServiceNow capabilities to drive transformative results.

What You’ll Do

• Strategic Leadership: Lead, mentor, and inspire a high-performing team of ServiceNow and ITSM professionals, fostering a culture of innovation and collaboration.
• Platform Optimization: Oversee the design, implementation, and enhancement of ServiceNow ITSM modules, ensuring seamless integration and maximum ROI.
• Stakeholder Collaboration: Partner with business leaders to understand needs, align ITSM strategies, and deliver solutions that drive measurable outcomes.
• Process Innovation: Identify and implement ITSM best practices, improving incident, problem, change, and request management processes.
• Data-Driven Insights: Leverage analytics to monitor performance, identify trends, and make informed decisions to continuously improve service delivery.
• Future-Forward Thinking: Stay ahead of industry trends, championing innovations that keep our ITSM solutions cutting-edge.

What We’re Looking For

• Experience: 8+ years in ITSM with a proven track record of managing ServiceNow implementations and upgrades.
• Leadership: Strong leadership skills with experience managing cross-functional teams and large-scale projects.
• Technical Expertise: Deep understanding of ServiceNow ITSM modules and their applications within enterprise environments.
• Strategic Vision: Ability to align ITSM solutions with organizational goals and deliver measurable business value.
• Communication: Exceptional interpersonal skills to influence stakeholders and clearly articulate complex ideas.
• Certifications: ServiceNow Certified Implementation Specialist (CIS) or ITIL certifications are highly desirable.