Sr. Manager, IT Service Management & ServiceNow
Core
Provide organization-wide leadership for global Service Desk operations and serve as product owner for the ServiceNow platform.
Role type
Senior Manager, IT Service Management & ServiceNow Product Owner
Builds
Global IT service management performance, ServiceNow platform strategy, and AI-enabled support capabilities
Domain
IT Service Management (ITSM) / Enterprise Software (ServiceNow)
Required skills
Service Desk leadership, ServiceNow product ownership, CMDB/CSDM governance, ITIL practices, AI-enabled support strategy, vendor management, performance metrics analysis
Preferred skills
ServiceNow certifications, Microsoft Copilot Studio/365 Copilot experience, Genesys Cloud, Power BI, Agile/Scrum Product Owner
Technologies
ServiceNow, Microsoft Copilot Studio, Microsoft 365 Copilot, Now Assist, Genesys Cloud, Power BI
Responsibilities
Lead global Service Desk and IT service management performance; Own ServiceNow product vision and roadmap; Direct ServiceNow platform governance; Establish enterprise CMDB and CSDM governance; Lead AI-enabled Service Desk transformation; Evaluate automation opportunities; Improve incident, problem, change, and asset-management practices; Partner with business and technology leaders; Establish and monitor performance measures; Protect platform health and enterprise controls; Manage strategic vendors.
Seniority
Senior, hands-on IC with people management