Director ITSM Products
4 weeks ago
Director ITSM Products & Workflow
Responsibilities:
- Lead technical ownership of ServiceNow ITSM and processes including Incident, Problem, Change, Knowledge, and Service Request.
- Manage a team of 20+ resources 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.
- 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 understanding 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)
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