Job Description

Job Purpose and Impact
We seek a Service Management Technology & Platform Lead who will define overall strategic platform direction, including the opportunity to establish and effectively scale an enterprise technology platform for service management across the organization. In addition, this role will provide day to day leadership and oversight to the platform team. The ideal candidate is a proven leader who is intrigued by Modern Service Management practices, has an obsession for customer experience and proactively leverages data and insight to continuously improve Service Management platform operations and performance. In this role, you will own the overall roadmap and shape demand for the enterprise service management platform consumption ensuring alignment with the business strategy, roadmap, and platform governance policies.
You will have ownership and oversight of the Service Management technology instances, maximize value by optimizing business outcomes and act as primary point of contact for customer resources, project activities, and escalations as required to achieve expected outcomes. Key Accountabilities
Define and execute the enterprise Service Management platform strategy in alignment with key stakeholder groups
Establish and manage platform governance policies and processes as well as schedule/run governance board meetings and agendas
Presides over design configuration decisions and provide formal Platform sign off to deliver defined experience, efficiency, and effectiveness outcomes in alignment with the platform strategy.
Proactively identify variances from the plan, propose alternatives, and implement the preferred recommendations.
Assess requirements and prioritize them in collaboration with process advisors and across the organization.
Enhance and influence integration of more complex process areas, including data, education, and security across a moderate subset of the organization.
Provide expert thought leadership in your field and work with limited direction, using additional research and interpretation to identify issues or problems. You may provide direction to supporting team members and be a strategic contributor.
Other duties as assigned. Qualifications
MINIMUM QUALIFICATIONS
Deep experience managing Enterprise Service management & ITSM Platform strategies
Bachelor's degree in a related field or equivalent experience
Minimum of six years of related work experience
Other minimum qualifications may apply.
Solid experience with the BMC Helix, ServiceNow or other ESM & ITSM suite of products
PREFERRED QUALIFICATIONS
12+ years' experience with IT Service Management
Minimum 6 years in a Product Manager Role
Service Management Lifecycle
Agile Ways of Working and Thinking
Proven track record of maturing and modernizing ITSM services
ITIL DevOps experience