IT Operations Director

2 weeks ago

Bengaluru, Karnataka, India Kenvue Full time
Job Title: IT Operations Director - ServiceNow Expert

About the Role:

We are seeking an experienced IT Operations Director to lead our ServiceNow team in Asia Pacific. As a key member of our organization, you will be responsible for driving operational excellence and delivering high-quality services to our customers.

About You:

To be successful in this role, you will need to have a strong background in IT service management, with experience in implementing and managing ServiceNow solutions. You will also need to have excellent leadership skills, with the ability to manage a team of 20+ resources and drive business outcomes.

Responsibilities:

  • Technical ownership of ServiceNow ITSM and processes, including Incident, Problem, Change, Knowledge, and Service Request.
  • Manage a 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.

Requirements:

  • 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.

Location:

Asia Pacific-India-Karnataka-Bangalore

Travel:

No

Salary:

$120,000 - $180,000 per annum, depending on experience.

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