Product Group Manager
2 months ago
Primary Responsibilities:
- Drive global technology operations strategy and process improvement opportunities in Kenvue Tech & Data.- Craft the ITSM vision and roadmap aligned to ServiceNow platform capabilities.- Design technology operations workflows with emphasis on automation; facilitate integration of ITSM and DevOps.- Partner with key stakeholders to understand their technology operations needs and bring those needs to life through well designed workflow on ServiceNow- Serve as a domain expert in ITSM for Kenvue and facilitate governance activities – e.g. quarterly CTO review, monthly product / service owner reviews, and forums business partner reviews- Establish metrics and measures to assess operational performance of Tech & Data organization, service / products, and ITSM functions.- Manage team of professionals responsible for global process ownership of Incident, Problem, Change, Knowledge and Service Request Management.- Partner with the selected vendor to deliver the Global Command Center function.- Act as an escalation point for major incident management and resolution during service disruption events- Act as an empowered decision-maker, prioritizing team’s work, removing roadblocks, and taking decisions where required.- Identify opportunities for operational efficiency and influence stakeholders to adopt recommendations- Provide leadership to direct reports and support to business stakeholders
Qualifications:
Education:
- B.A / B.S degree is required, preferably in Science, Technology, Engineering or Math (STEM).
Experience and Skills:
Required:
- 8+ years of progressive technology experience, including a breath of knowledge across infrastructure and application technologies (application, cloud, compute, network, storage, database, end-user compute, and security).- 2+ years of organizational leadership / people management experience.- Deep understanding and experience with the ServiceNow platform.- Demonstrated experience achieving ITSM outcomes in a diverse technology environment.- Solid understanding of ITIL and demonstrated experience in delivering service quality within an ITIL framework.- Proven experience delivering process improvement resulting in measured business value.- Demonstrated experience maximizing technology and automation to achieve ITSM outcomes.- Excellent written and verbal communication skills; ability to communicate effectively with all levels in the organization.- Experience working in a global organization and / or in an organization with sophisticated networks of collaborators and business partners.- Ability to coordinate and communicate across multidisciplinary/multicultural teams across countries and regions.
Preferred:
- Experience working with AI capabilities to achieve ITSM outcomes.- Scaled Agile Framework (SAFe) certification.- Experience working in and leading Product, Agile and Scrum teams.- Experience working with data, analytics, and visualization tools (e.g. Performance Analytics, Tableau, PowerBI).- ITIL 4 certification or equivalent.
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