Job Description

About the Role

As the Manager, ServiceNow - ITSM, you will play a crucial role in overseeing the end-to-end implementation and optimization of IT Service Management (ITSM) processes and tools. You’ll work closely with business leaders, technical teams, and stakeholders to ensure that ServiceNow is being used to its full potential and delivering real value.

If you're a tech-savvy leader with a passion for process improvement, this role is for you!

Key Responsibilities

• Lead and Manage ITSM Operations: Oversee the ServiceNow ITSM platform, ensuring that all ITSM processes (Incident, Problem, Change, etc.) are executed flawlessly.
• Team Leadership: Manage a diverse team of IT professionals, providing mentorship and guidance to ensure optimal performance.
• Strategic Planning: Collaborate with senior leadership to develop and execute the strategic vision for ServiceNow implementation and optimization.
• Stakeholder Engagement: Act as the bridge between business units and technical teams, translating business requirements into actionable ITSM solutions.
• Continuous Improvement: Drive a culture of continuous improvement by identifying opportunities to streamline processes and enhance the ITSM experience.
• ServiceNow Expertise: Stay at the forefront of ServiceNow developments, ensuring the platform is used to its maximum potential.

What You Bring to the Table

• Experience & Expertise: A minimum of 5 years of experience with ITSM processes and the ServiceNow platform, with at least 2 years in a leadership role.
• ServiceNow Certification: ITIL, ServiceNow System Admin, or similar certifications are highly desirable.
• Leadership Skills: Proven ability to lead and inspire teams, delivering high-quality results in fast-paced environments.
• Problem Solving: Strong analytical skills, with a solutions-oriented mindset to resolve complex ITSM challenges.
• Communication: Excellent verbal and written communication skills to engage with technical and non-technical stakeholders alike.
• Project Management: Ability to manage multiple initiatives simultaneously, with a focus on meeting deadlines and objectives.