Director Itsm Products

Description

**Director ITSM Products & Workflow**

**Responsibilities**:

- Responsible for technical ownership of ServiceNow ITSM and processes including Incident, Problem, Change, Knowledge and Service Request.
- Manages team of 20+ resources, including employee and MSP staff, to deliver ITSM product and workflow objectives.
- Responsible for the Command Center team and facilitation of service restoration for major incidents.
- Maintain operational services to the highest level of quality and the best price point.
- Influence business stakeholders to optimize service positioning, consumption and cost while ensuring an excellent end-user experience.
- Manage the budget and contracts related to Managed Service Partners and technology vendors.
- Possess an in-depth and broad understanding of support strategies, technologies, processes and operational performance management at a global and regional level, coupled with skills to drive operational efficiencies to maximize the end user experience.
- Manage the technologies related to the operational environments of service management including vendor roadmaps, implementations, and organizational change management.
- Act as an escalation point for major incident management and resolution during service disruption events.
- Participate in industry best practices, vendor reviews, and lessons learned to bring innovation to the Consumer experiences.
- Champion a culture of reliability and excellent service delivery.
- Drive innovation through automation of services and capabilities

**Qualifications**:

- B.A / B.S degree required; degree in STEM field preferred.
- 15+ years of relevant technology experience.
- 5+ years of organizational leadership / people management experience.
- Demonstrated experience in an IT service delivery and management role for a global organization.
- Strong understanding of IT Service Management frameworks (e.g. ITIL) and demonstrated experience integrating ITSM workflow with DevOps ways of working.
- Demonstrated experience leveraging ITSM process (Incident Management, Problem Management, Release Management, Asset Management etc.) to propel operational performance of technology organizations.
- In depth experience and understand of ServiceNow.
- Demonstrated experience leading teams comprised both of direct staff and managed service providers.
- Ability to develop action plans for a service organization to support and achieve target outcomes.
- Previous experience working in a multi-cloud or hybrid cloud technology environment.
- Exceptional leadership skills, including the ability to lead, coach, motivate and work through others to achieve desired results and outcomes.
- Strong ability to communicate effectively and manage relationships with external service providers.

**Qualifications**:
**Qualifications**:

- B.A / B.S degree required; degree in STEM field preferred.
- 15+ years of relevant technology experience.
- 5+ years of organizational leadership / people management experience.
- Demonstrated experience in an IT service delivery and management role for a global organization.
- Strong understanding of IT Service Management frameworks (e.g. ITIL) and demonstrated experience integrating ITSM workflow with DevOps ways of working.
- Demonstrated experience leveraging ITSM process (Incident Management, Problem Management, Release Management, Asset Management etc.) to propel operational performance of technology organizations.
- In depth experience and understand of ServiceNow.
- Demonstrated experience leading teams comprised both of direct staff and managed service providers.
- Ability to develop action plans for a service organization to support and achieve target outcomes.
- Previous experience working in a multi-cloud or hybrid cloud technology environment.
- Exceptional leadership skills, including the ability to lead, coach, motivate and work through others to achieve desired results and outcomes.
- Strong ability to communicate effectively and manage relationships with external service providers.

Primary Location Asia Pacific-India-Karnataka-Bangalore

Travel No

Job Function Operations (IT)