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　　Senior Director, Digital Technology ITSM Operations

　　REQUIRED: ITIL V3 or V4 Expert Level Certification ​​​​​​

　　Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

　　People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

　　Team

　　ServiceNow Digital Technology Operations is team 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 Director works across the entire enterprise with the application team leaders and Senior Digital Technologies leaders to measure and improve the IT Service Management (ITSM) and IT Operations Management (ITOM) operations of ServiceNow internal services and instances. In addition to addressing incident and problem SLA and MTTR performance, the team manages the Change Management process across all applications. As well, they are product managers for the ITOM module and the governance body for ITSM module.

　　Role

　　The ServiceNow Senior Director, Digital Technology ITSM Operations plays a key role in leading the digital Technologies ITSM and ITOM teams. They are responsible for setting the vision and strategy for service management, educating practitioners on best practice tools and techniques, ensuring processes are effectively owned and matured, and leading the global ITSM governance functions.

　　They will report to the Vice President, Digital Technology Infrastructure & Operations, and lead and develop a team of professionals across multiple locations and time zones ensuring safe and efficient operations. They will be the escalation point and owner of priority incidents and crisis bridges. The position is ultimately accountable for ensuring we operate Simple, Speed (fast user experience), Scalable, Stable, Secure, and Sustainable Systems

　　What you get to do in this role:

　　Set the vision and strategy for service management, ensuring processes are owned and maturing.

　　Lead a global team, ensuring adequate skills, resources, and capacity.

　　Represent the IT service management function as a senior leader.

　　Act as an escalation point for business stakeholders.

　　Develop and maintain IT service management policies, procedures, and standards.

　　Ensure adherence with ITSM best practices and industry standards.

　　Manage IT service delivery and support functions including incident management, problem management, change management, availability management and service level management.

　　Develop and maintain ITSM metrics and reports.

　　Propose, initiate and manage global service improvement programs.

　　Provide guidance and support to IT service management practitioners.

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

　　A minimum of 12+ years related experience leading large, global, technology functions.

　　A minimum of 8+ years leadership and management experience with ITIL and ITSM processes

　　*REQUIRED: ITIL V3 or V4 Expert Level Certification. *

　　Skilled educator with a history of driving organization understanding and buy-in to ITSM best practice.

　　Experience working with ServiceNow products and services.

　　Strong analytical and problem-solving skills.

　　Ability to work under pressure and meet deadlines.

　　Ability to work independently and as part of a team.

　　ServiceNow is an Equal Employment 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.

　　At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) to learn about our work personas: flexible, remote and required-in-office.

　　If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

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

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