Product Group Manager

Description

**Product Group Manager - ITSM**

**Primary Responsibilities**:

- Drive global technology operations strategy and process improvement opportunities in Kenvue Tech & Data.
- Craft the ITSM vision and roadmap aligned to ServiceNow platform capabilities.
- Design technology operations workflows with emphasis on automation; facilitate integration of ITSM and DevOps.
- Partner with key stakeholders to understand their technology operations needs and bring those needs to life through well designed workflow on ServiceNow
- Serve as a domain expert in ITSM for Kenvue and facilitate governance activities - e.g. quarterly CTO review, monthly product / service owner reviews, and forums business partner reviews
- Establish metrics and measures to assess operational performance of Tech & Data organization, service / products, and ITSM functions.
- Manage team of professionals responsible for global process ownership of Incident, Problem, Change, Knowledge and Service Request Management.
- Partner with the selected vendor to deliver the Global Command Center function.
- Act as an escalation point for major incident management and resolution during service disruption events
- Act as an empowered decision-maker, prioritizing team’s work, removing roadblocks, and taking decisions where required.
- Identify opportunities for operational efficiency and influence stakeholders to adopt recommendations
- Provide leadership to direct reports and support to business stakeholders

**Qualifications**:
**Education**:

- B.A / B.S degree is required, preferably in Science, Technology, Engineering or Math (STEM).

**Experience and Skills**:
**Required**:

- 2+ years of organizational leadership/people management experience.
- Deep understanding and experience with the ServiceNow platform.
- Demonstrated experience achieving ITSM outcomes in a diverse technology environment.
- Solid understanding of ITIL and demonstrated experience in delivering service quality within an ITIL framework.
- Proven experience delivering process improvement resulting in measured business value.
- Demonstrated experience maximizing technology and automation to achieve ITSM outcomes.
- Excellent written and verbal communication skills; ability to communicate effectively with all levels in the organization.
- Experience working in a global organization and / or in an organization with sophisticated networks of collaborators and business partners.
- Ability to coordinate and communicate across multidisciplinary/multicultural teams across countries and regions.

**Preferred**:

- Experience working with AI capabilities to achieve ITSM outcomes.
- Scaled Agile Framework (SAFe) certification.
- Experience working in and leading Product, Agile and Scrum teams.
- Experience working with data, analytics, and visualization tools (e.g. Performance Analytics, Tableau, PowerBI).
- ITIL 4 certification or equivalent.

**Qualifications**:
**Qualifications**:
**Education**:

- B.A / B.S degree is required, preferably in Science, Technology, Engineering or Math (STEM).

**Experience and Skills**:
**Required**:

- 2+ years of organizational leadership/people management experience.
- Deep understanding and experience with the ServiceNow platform.
- Demonstrated experience achieving ITSM outcomes in a diverse technology environment.
- Solid understanding of ITIL and demonstrated experience in delivering service quality within an ITIL framework.
- Proven experience delivering process improvement resulting in measured business value.
- Demonstrated experience maximizing technology and automation to achieve ITSM outcomes.
- Excellent written and verbal communication skills; ability to communicate effectively with all levels in the organization.
- Experience working in a global organization and / or in an organization with sophisticated networks of collaborators and business partners.
- Ability to coordinate and communicate across multidisciplinary/multicultural teams across countries and regions.

Primary Location Asia Pacific-India-Karnataka-Bangalore

Job Function Operations (IT)