ITSM Process Manager

Visão GeralThe ITSM Process Manager is a pivotal role within our Corporate Technology organization, responsible for the strategic development, implementation, and continuous improvement of IT Service Management (ITSM) processes. This role demands an experienced manager who can oversee ITSM initiatives, ensure alignment with business goals, and drive excellence in IT service delivery. ResponsabilidadesWHAT YOU WILL DOSpearhead the strategic development and execution of ITSM initiatives, ensuring alignment with organizational goals and user needs through comprehensive business analysis and collaboration with development teams.Assume full ownership of ITSM processes, proactively identifying and leading continuous improvement initiatives to enhance efficiency, effectiveness, and adaptability to changing business needsWork closely with various IT groups to define, standardize, and adhere to consistent and repeatable ITSM processes, promoting efficiency and alignment across the organizationDevelop and maintain strong, strategic relationships with customers, stakeholders, and IT teams, ensuring open communication and alignment with business and IT objectivesOversee the governance of the Configuration Management Database (CMDB) processes, ensuring its accuracy, completeness, and strategic alignment with ITSM objectivesOversee the entire lifecycle of Change Management, from initiation and planning to implementation and reviewContinuous review and optimization of ITSM processes and toolMeasures adherence to defined ITSM processes and policies. High compliance indicates that ITSM practices are being followed correctlyPositive feedback from business units on the impact of ITSM improvements on their operationsEvidence that ITSM processes and projects support broader organizational objectivesNumber and impact of process improvement initiatives implementedHigher adherence to defined ITSM processes, indicating effective governance Competências e Experiência desejadasABOUT YOU5-7 years of experience in ITSM processesKnowledge of and experience in supporting ServiceNow platformPast experience in leading, managing and/or participating in cross-functional IT projectsKnowledge of ITIL-based ITSM best practicesExperience working with and communicating to all levels of the organizationDeep understanding of ITSM concepts, frameworks, and tools, with expertise in Incident, Problem, Change, Release & Request Management as well as knowledge of Configuration Management Database (CMDB) processesExceptional communication abilities, both written and verbal, with a proven track record of crafting and delivering clear, impactful messages tailored to diverse audiences, from technical teams to executive leadershipExceptional ability to establish and maintain strong, trust-based relationships with a broad spectrum of stakeholders, including senior management, IT teams, and external partnersExpertise in managing complex schedules, prioritizing tasks, and driving projects to successful completion within tight deadlines, while maintaining a strategic focus on organizational objectivesAble to work effectively at all levels in an organizationStrong commitment to collaborative teamwork, with a talent for leading cross-functional teams and initiatives, fostering a culture of inclusion, and harnessing the collective strengths of diverse groups to achieve common goals. BenefíciosTOTAL REWARDSOur total rewards philosophy integrates programs for compensation, benefits, recognition, learning and development, corporate culture, corporate citizenship and work-life balance. While individual program components may differ by country, some things remain constant:our commitment to rewarding resultsopportunities to work with talented and driven individuals at every level of our company who respect each other, treat each other fairly and hold one another accountable for our customers’—and our company’s—successThere's more ...inclusive employee resource groupsgenerous medical, dental, vision and other great benefitspaid parental and medical leave programs401(k) with a company match component and profit sharing15 days of paid time off plus company holidaysHybrid work model with flexibility tuition reimbursement and student loan repayment assistance