director itsm products

3 weeks ago

Bengaluru, Karnataka, India J&J Family of Companies Full time

DIRECTOR ITSM PRODUCTS & WORKFLOW W

Description

Director ITSM Products & Workflow

Responsibilities:

  • Responsible for technical ownership of ServiceNow ITSM and processes including Incident, Problem, Change, Knowledge and Service Request.
  • Manages team of 20 resources, including employee and MSP staff, to deliver ITSM product and workflow objectives.
  • Responsible for the Command Center team and facilitation of service restoration for major incidents.
  • Maintain operational services to the highest level of quality and the best price point.
  • Influence business stakeholders to optimize service positioning, consumption and cost while ensuring an excellent end-user experience.
  • Manage the budget and contracts related to Managed Service Partners and technology vendors.
  • Possess an in-depth and broad understanding of support strategies, technologies, processes and operational performance management at a global and regional level, coupled with skills to drive operational efficiencies to maximize the end user experience.
  • Manage the technologies related to the operational environments of service management including vendor roadmaps, implementations, and organizational change management.
  • Partner with peers in application/service/product and business stakeholders to develop continuous improvement plans and demonstrate successful achievement through organizational change management and measurements.
  • Act as an escalation point for major incident management and resolution during service disruption events.
  • Participate in industry best practices, vendor reviews, and lessons learned to bring innovation to the Consumer experiences.
  • Champion a culture of reliability and excellent service delivery.
  • Drive innovation through automation of services and capabilities

Qualifications:

  • B.A / B.S degree required; degree in STEM field preferred.
  • 15 years of relevant technology experience.
  • 5 years of organizational leadership / people management experience.
  • Demonstrated experience in an IT service delivery and management role for a global organization.
  • Strong understanding of IT Service Management frameworks (e.g. ITIL) and demonstrated experience integrating ITSM workflow with DevOps ways of working.
  • Demonstrated experience leveraging ITSM process (Incident Management, Problem Management, Release Management, Asset Management etc.) to propel operational performance of technology organizations.
  • In depth experience and understand of ServiceNow.
  • Demonstrated experience leading teams comprised both of direct staff and managed service providers.
  • Ability to develop action plans for a service organization to support and achieve target outcomes.
  • Previous experience working in a multi-cloud or hybrid cloud technology environment.
  • Exceptional leadership skills, including the ability to lead, coach, motivate and work through others to achieve desired results and outcomes.
  • Strong ability to communicate effectively and manage relationships with external service providers.

Qualifications

Qualifications:

  • B.A / B.S degree required; degree in STEM field preferred.
  • 15 years of relevant technology experience.
  • 5 years of organizational leadership / people management experience.
  • Demonstrated experience in an IT service delivery and management role for a global organization.
  • Strong understanding of IT Service Management frameworks (e.g. ITIL) and demonstrated experience integrating ITSM workflow with DevOps ways of working.
  • Demonstrated experience leveraging ITSM process (Incident Management, Problem Management, Release Management, Asset Management etc.) to propel operational performance of technology organizations.
  • In depth experience and understand of ServiceNow.
  • Demonstrated experience leading teams comprised both of direct staff and managed service providers.
  • Ability to develop action plans for a service organization to support and achieve target outcomes.
  • Previous experience working in a multi-cloud or hybrid cloud technology environment.
  • Exceptional leadership skills, including the ability to lead, coach, motivate and work through others to achieve desired results and outcomes.
  • Strong ability to communicate effectively and manage relationships with external service providers.

Primary Location Asia Pacific-India-Karnataka-Bangalore

Travel No

Job Function Operations (IT)

Req ID: W


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