Senior Director, Digital Technology ITSM Operations

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

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. 

 

Qualifications

To be successful in this role, we