DT&T Service Manager - ITSM

Your opportunity

Sidel is seeking a Service Manager to lead our ServiceNow Development to be part of the Global Service Delivery Management team. This pivotal role involves guiding the operational ITSM technologies, platforms, and technical roadmaps to enhance the IT service experience within our environment

Your Mission

You will lead a team responsible for developing, administering, and delivering essential ITSM functionality in ServiceNow. As leader in leveraging technology to refine processes and administer the ServiceNow platform, you will engage with a diverse array of stakeholders across the organization, including Project Managers, Customer Support and Program Managers, Directors, Functional Leads, DT&T Leadership, and vendors.

Strategic ITSM Leadership:

•  Develop and implement strategies to promote the adoption of service management and operational best practices within DT&T.
• Collaborate with Application and Infrastructure leaders, as well as process owners, to define and deliver the ServiceNow Platform roadmap, enhancing capabilities to improve organizational efficiency.
• Conduct regular business and technical reviews with ServiceNow management leadership.
  

ServiceNow Platform Management:

• Deliver and optimize enhancements within the ServiceNow platform, including the implementation of resourcing and forecasting functionality to maximize efficiency.
• Continuously assess and implement consistent technical solutions, managing a team of developers and administrators that develop and maintain ServiceNow instances.
• Ensure ServiceNow platform is upgraded on a timely basis consistent with licensing and contractual requirements.
• Collaborate and support integrations with external enterprise systems such as SAP, SharePoint, and other enterprise platforms leveraging third party solutions, custom development, and integrations with other SAAS applications and technologies.
• Lead team to develop, implement, and maintain core IT Service Management processes within ServiceNow, including but not limited to: Change, Incident, Problem, Request, CMDB, Discovery, and Service Catalog.
• Partner with other Application and Infrastructure teams to continuously enhance CMDB, optimize application monitoring and alerting, and implement large, complex processes and/or workflows.

Team Leadership and Management:

• Lead a technical team of direct report and external partners to develop, administer, and deliver core ITSM functionality in ServiceNow.
• Build and maintain team resource allocation and capacity plans, while mentoring and developing team members.
• Establish and adhere to objectives, budgets, schedules, and work plans as required by the business unit.
• Monitor team delivery and ensure processes are effective and efficient through continuous improvement.

Your Profile

• Bachelor of Science in Computer Science or related technical field.
• 8-10+ years in Information Technology management.
• 5 years hands-on experience managing, implementing, and leading ServiceNow administrators or developers, delivering the platform to enterprise users.
• Strong knowledge and practical experience in ITIL Framework managing delivery and ongoing operations of Service Management processes within ServiceNow.
• Experience working with ServiceNow technology platforms and key related modules.
• Strong understanding of Infrastructure and Applications technologies and platforms.
• Proven ability to manage and lead teams.
• Excellent analytical and quantitative skills, logical and perceptive problem-solving, with a detail-oriented and solution-focused approach.
• Familiarity with data migration and integration tools and methodologies, APIs, and Web Services.
• ITIL and ServiceNow certifications considered a plus but not required.