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Bengaluru

    Director T500-11351 - Bengaluru, India - Kenvue

    Kenvue
    Kenvue Bengaluru, India

    6 days ago

    Default job background
    Retail
    Description

    Director ITSM Products & Workflow

    Responsibilities:

    • Responsible for technical ownership of ServiceNow ITSM and processes including Incident, Problem, Change, Knowledge and Service Request.
    • Manages team of 20+ resources, including employee and MSP staff, to deliver ITSM product and workflow objectives.
    • Responsible for the Command Center team and facilitation of service restoration for major incidents.
    • Maintain operational services to the highest level of quality and the best price point.
    • Influence business stakeholders to optimize service positioning, consumption and cost while ensuring an excellent end-user experience.
    • Manage the budget and contracts related to Managed Service Partners and technology vendors.
    • Possess an in-depth and broad understanding of support strategies, technologies, processes and operational performance management at a global and regional level, coupled with skills to drive operational efficiencies to maximize the end user experience.
    • Manage the technologies related to the operational environments of service management including vendor roadmaps, implementations, and organizational change management.
    • Partner with peers in application/service/product and business stakeholders to develop continuous improvement plans and demonstrate successful achievement through organizational change management and measurements.
    • Act as an escalation point for major incident management and resolution during service disruption events.
    • Participate in industry best practices, vendor reviews, and lessons learned to bring innovation to the Consumer experiences.
    • Champion a culture of reliability and excellent service delivery.
    • Drive innovation through automation of services and capabilities

    Qualifications:

    • B.A / B.S degree required; degree in STEM field preferred.
    • 15+ years of relevant technology experience.
    • 5+ years of organizational leadership / people management experience.
    • Demonstrated experience in an IT service delivery and management role for a global organization.
    • Strong understanding of IT Service Management frameworks (e.g. ITIL) and demonstrated experience integrating ITSM workflow with DevOps ways of working.
    • Demonstrated experience leveraging ITSM process (Incident Management, Problem Management, Release Management, Asset Management etc.) to propel operational performance of technology organizations.
    • In depth experience and understand of ServiceNow.
    • Demonstrated experience leading teams comprised both of direct staff and managed service providers.
    • Ability to develop action plans for a service organization to support and achieve target outcomes.
    • Previous experience working in a multi-cloud or hybrid cloud technology environment.
    • Exceptional leadership skills, including the ability to lead, coach, motivate and work through others to achieve desired results and outcomes.
    • Strong ability to communicate effectively and manage relationships with external service providers.
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