S&C GN - Tech Strategy & Transformation - ITSM - Manager
Core
Analyze, design, and deliver ITSM strategy, process design, and operating model advisory to enhance service management maturity for clients.
Role type
Manager, ITSM Strategy & Transformation
Builds
ITSM transformation programs, operating model constructs, and strategic roadmaps for global clients.
Domain
IT Service Management (ITSM) and Technology Strategy
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITSM assessments, process design, operating model development, structured analysis, client narrative building, PowerPoint presentation, ITSM domain expertise (Incident, Problem, Change, Request, CMDB, Service Catalog, Knowledge Management), process re-engineering, SIAM, ITSM tooling landscape knowledge, AIOps/AI-driven service management, ITSM-ITOM convergence, CXO-level communication, stakeholder management, engagement planning, maturity assessment frameworks, process mapping.
Preferred skills
ITSM strategy and operating model design, ITSM tooling (ServiceNow, JIRA Service Management, BMC Remedy/Helix, Ivanti), modern ITSM trends (AIOps, AI/GenAI, automation, self-healing operations), ITSM-ITOM convergence (CMDB, event management, observability).
Responsibilities
Engage with client stakeholders to assess ITSM pain points and define problem statements; Analyze client ITSM processes to identify maturity gaps and develop re-engineering recommendations; Lead specific workstreams within ITSM transformation programs; Guide team in designing target-state processes and operating models; Support adoption of next-gen ITSM capabilities like AIOps and automation; Support and develop junior team members and contribute to building ITSM frameworks and reusable assets.
Seniority
Manager, hands-on IC with strategic advisory focus
