ITSM Process Manager

What to expect?

We are seeking an ITSM Process Manager to drive the successful execution and continuous improvement of ITIL-based ITSM processes. In this role, you will be responsible for the design, implementation, and optimization of ITSM processes to ensure that IT services are delivered smoothly, efficiently, and in line with business expectations. You will work closely with cross-functional teams, ensuring adherence to best practices and standards, and driving automation to improve efficiency and compliance.

Your responsibilities will include:

• Process Management Leadership: Lead the design, implementation, and optimization of IT service management processes to ensure efficient planning, communication, implementation, and documentation of all changes and requests, minimizing risk and downtime.
• Process Improvement: Continuously enhance key processes to ensure that standard, repeatable tasks are handled efficiently, improving customer satisfaction and meeting service level agreements (SLAs).
• Process Optimization: Continuously identify opportunities for process improvements, leveraging ITSM tools such as ServiceNow to enhance automation, reduce manual intervention, and increase efficiency.
• Policy and Governance: Ensure that ITSM processes align with governance policies, risk management, and compliance requirements.
• Stakeholder Collaboration: Work with business owners, service delivery teams, and IT security to ensure smooth and effective change implementation, aligning with business needs while ensuring compliance with best practices.
• Metrics and Reporting: Track, analyze, and report on the performance of processes, identifying areas for improvement and proactively addressing issues.
• Training and Documentation: Provide training and clear documentation for both internal teams and customers, ensuring that all stakeholders are fully informed about process changes and best practices.

What will make you successful?

• ServiceNow Expertise: 6-10 years of experience in ITSM Process Management, including designing and implementing solutions on the ServiceNow platform, and optimizing ITSM processes like Change and Service Request Management. It would be preferable to have experience in Product Ownership or have been part of a Product Delivery Team.
• ITIL Certifications: ITIL Foundation certified, with preference for ITIL Strategic Leader certifications, demonstrating a strong understanding of ITIL frameworks and service management best practices.
• Process Optimization and Automation: Proven ability to drive process improvements and automation, using ServiceNow tools to increase efficiency, reduce manual tasks, and align workflows with business needs.
• Operational and Stakeholder Collaboration: Experience in managing critical systems' operations, collaborating with cross-functional teams, and ensuring compliance with governance, risk, and security requirements.
• Training and Reporting: Strong skills in reporting, training, and creating clear documentation to support teams and stakeholders on process changes and ServiceNow functionality.

Other Skills you will bring?

• Strong Relationship Management in Global Settings: Exceptional stakeholder management and relationship-building skills, effectively collaborating with internal teams and external vendors in a truly international environment, serving as a firm and reliable counterpart.
• Servant Leadership: A servant leadership approach that empowers and inspires teams, fostering an environment where you can challenge the status quo and get things done through exceptional interpersonal relationships and collaboration.
• Strategic and Results-Oriented Thinker: Demonstrated ability to align vision and concepts with strategic goals, leveraging persuasive communication, problem-solving skills, and accountability to drive results and continuous improvement.
• Collaborative Team Player: Detail-oriented, flexible, and committed to operational excellence, fostering teamwork by sharing solutions, proactively offering support, and maintaining clear and effective communication in English across diverse, multicultural teams.