Senior Manager, Digital Technology ITSM

Full-time

Employee Type: Regular
Region: AMS - North America and Canada
Work Persona: Remote

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Team

ServiceNow Digital Technology Solutions is a team of talented and energetic individuals. They are responsible for the design, build, support, and operation of our critical internal business services. The Senior Manager works across the entire enterprise with service owners and senior Digital Technologies leaders to measure and improve the IT Service Management (ITSM) practices of ServiceNow internal services and instances.

Role

The ServiceNow Senior Manager, Digital Technology ITSM plays a key role in leading best practice initiatives and driving continual process improvements across the Digital Technology organization. They are responsible for establishing ITSM standards, driving education and awareness of ITSM practices, providing governance and oversight into Digital Technology practices, and leading enterprise change and problem management functions.

What you get to do in this role:

Establish ITSM operational governance model.
Lead development of IT service management policies, procedures, and standards.
Lead process definition, re-engineering, improvement and gap analysis of current/to-be processes.
Lead enterprise change and problem management functions.
Ensure adherence with ITSM best practices and industry standards.
Champion continuous process improvement practices through process metrics/KPIs, dashboards.
Drive global service improvement programs.
Establish ITSM training and awareness program.

Qualifications

To be successful in this role, we need someone who has:

A minimum of 10+ years related experience working in large, global, technology functions.
A minimum of 5 years leadership and management experience.
ITIL V3 or V4 certification.
Experience leading enterprise governance programs.
Experience with IT Change Management.
Experience with ServiceNow products and services.
Strong analytical and problem-solving skills.
Possess excellent communication skills.
Ability to work under pressure and meet deadlines.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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