At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

You will lead the team responsible for the strategy, health, and evolution of our enterprise service management ecosystem. Your mission is to ensure our core business workflows—spanning IT (ITSM/ITOM), HR (HRSD), and custom internal applications—are seamless, automated, and performant.

While our current environment is centered on ServiceNow, you are expected to maintain a tool-agnostic approach, prioritizing clean architecture and standard integration patterns that allow for future flexibility, scalability, and potential platform migration.

Key Responsibilities

• Platform Lifecycle & Health: Oversee the global health, performance, and technical integrity of the service management stack. Ensure that platform upgrades are executed with minimal business disruption.
• Team Leadership: Directly manage the Solutions Architect, Project Manager, and the Scrum team. Foster an agile culture focused on rapid, high-quality delivery.
• Architecture Strategy: Partner with the Architect to evolve the platform from a “ticketing tool” into an integrated Enterprise Service Management offering. Institutionalize an Out of the Box first policy to minimize custom code, prioritize standard APIs and scalable data models that eliminate vendor lock-in, ensuring platform scalability, seamless upgrades and long term stability. Ensure custom apps and workflows are built using modular logic.
• Cross-Functional Delivery: Act as the primary point of contact for HR and other business units to translate their requirements into automated workflows that improve the "End User" experience. Orchestrate a unified data strategy breaking down the "wall" between engineering teams and operations teams to give the C-suite a single, clear picture of platform health.
• Operational Governance: Manage the backlog and roadmap for all supported modules and applications, including ITOM (Discovery, Service Mapping) and ITSM modules, ensuring alignment with Global End User Engineering standards.
• AI Strategy: Leverage and adopt AI to enable a shift-left culture for our end users
• Performance Metrics: Define and track KPIs for platform uptime, user adoption, and automation ROI.

Qualifications & Skills:

• Experience: 7+ years in IT Service Management or Systems Engineering, with 3+ years in a leadership/people-management role.
• Technical Knowledge: Deep familiarity with the ITIL 4 framework and the Common Service Data Model (CSDM). Experience managing high-scale SaaS environments (e.g., ServiceNow, Jira Service Management, etc.).
• Agnostic Design: Ability to design "portable" workflows. You understand that the process (Request Management, Incident, etc.) is more important than the tool it sits on.
• Project Management: Proficiency in Agile/Scrum methodologies and leading technical sprints.

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