Senior Manager

What you will do

In this vital role, you will shape and drive the strategic roadmap for Amgens Configuration Management Database (CMDB), IT Asset Management (ITAM), and related IT Service Management (ITSM) processes within the ServiceNow platform. The Senior Manager will partner with multi-functional IS and business customers, service owners, handled service providers, and platform teams to ensure robust governance, audit readiness, and continuous improvement in service delivery and process maturity.

• Lead the strategy, execution, and governance of Asset & Configuration Management and supporting ITIL processes (including Incident, Problem, Change, and Release) using ServiceNow.
• Define and maintain service level agreements (SLAs), performance metrics, and governance controls to ensure operational compliance and business value.
• Collaborate with business and IS service owners, ESM platform teams, and Global Business Services (GBS) to drive alignment, efficiency, and maturity of service management processes.
• Guide the creation of user stories and requirements to enhance ServiceNow capabilities, reporting, and automation across CMDB, ITAM, and related modules.
• Ensure audit and regulatory compliance for ITIL processes, collaborating with Compliance and Quality teams as needed.
• Lead a distributed team of analysts and process owners, overseeing hiring, coaching, performance, and capability development.
• Act as an escalation point for complex process and service issues, driving swift resolution and process optimization.
• Leverage analytics tools (ServiceNow Performance Analytics, Tableau, Spotfire) to track and improve critical metrics and process health.
• Promote innovation by identifying and implementing best practices from industry networks and benchmarking.
• Influence leadership across technical and non-technical domains to embed ITIL excellence into the culture.
• Facilitate communication across matrixed teams and varying levels of technical expertise.
• Represent the function in customer and audit meetings, ensuring service alignment with strategic goals

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. Amgen is seeking a Senior Manager - Asset & Configuration Management to lead the enterprise-wide ITIL-based execution and governance of Asset and Configuration Management processes.

The ideal candidate will bring deep expertise in ITIL processes, strong technical acumen in the ServiceNow platform, and a collaborative, leadership-driven approach to enhancing service operations across a global enterprise. This role also includes handling and mentoring an impactful team of process owners and analysts to ensure compliance, clarity, and operational excellence.

Basic Qualifications & Skills:

• Doctorate degree / Master's degree / Bachelor's degree and 12 to 17 years of experience in Computer Science, IT or related field
• ITIL Process Leadership & Governance: Extensive experience leading enterprise-level implementation and governance of ITIL-aligned processes, including Incident, Problem, Change, and Release Management.
• ServiceNow CMDB & Asset Management Expertise: Advanced knowledge of ServiceNow CMDB, IT Asset Management modules, and discovery tools, ensuring data accuracy, lifecycle visibility, and operational excellence.
• Cross-Functional Collaboration: Confirmed ability to build strategic partnerships across IS, business, compliance, and vendor teams to drive alignment, accountability, and shared success.
• Analytics-Driven Performance Optimization: Strong proficiency in using platforms like ServiceNow Performance Analytics, Tableau, or Spotfire to track critical metrics, service health, and process maturity.
• Team Leadership & Development: Demonstrated success leading global, diverse teams with a focus on coaching, upskilling, and creating a high-performance culture in matrixed environments.

Preferred Qualifications & Skills:

• Audit & Compliance Readiness: Familiarity with regulated industry standards and the ability to implement ITIL processes that support audit-readiness, compliance, and internal control requirements.
• Platform Innovation & Automation: Experience enhancing ServiceNow capabilities through user story creation, workflow automation, and continuous platform enhancements aligned to business needs.
• Process Maturity Strategy: Ability to identify, prioritize, and lead continuous improvement initiatives that enhance the effectiveness and value of service management processes.
• Executive Communication & Influence: Comfortable navigating and presenting to senior leadership, translating complex service issues into actionable business insights.
• Global Service Integration: Experience collaborating with global teams and service providers to ensure seamless integration of processes across geographies and functions.

Professional Certifications:

• ITIL v3/4 Foundation Certification (mandatory)
• ServiceNow Certified Implementation Specialist (CMDB/ITAM) (preferred)
• Certified Service Asset and Configuration Manager (CSAM) (preferred)
• Scaled Agile Framework (SAFe) for Teams (preferred)

Soft Skills:

• Leadership & People Development: Excellent leadership and team management skills, with a track record of fostering hard-working teams and mentoring talent.
• Strategic Change & Transformation: Strong transformation and organizational change experience, with the ability to guide organizations through evolving technology landscapes and process maturity initiatives.
• Collaboration & Communication: Exceptional collaboration and communication skills, including strong verbal and written abilities, public speaking, and executive-level presentation capabilities.
• Initiative & Execution: High degree of initiative and self-motivation; adept at handling multiple priorities and driving outcomes in complex, fast-paced environments.
• Teamwork & Global Engagement: Team-oriented attitude with a focus on shared goals; experienced in working effectively with global, virtual, and multi-functional teams.
• Analytical Thinking: Excellent analytical and problem-solving skills, with the ability to diagnose issues, identify root causes, and implement practical solutions quickly.