Product Manager – Change Management & ITSM Governance

Description

Product Manager - Change Management & ITSM Governance

Responsibilities:

Primary responsibilities

• Establish, drive & maintain the roadmap for Change Management, aligned to ServiceNow platform capabilities & overall ITSM roadmap.

• Deep dive & identify process improvement opportunities & leverage AI & Automation to recommend solutions and lead implementation of improvement efforts.

• Partner with stakeholders (providing support during US hours) to understand their technology operations needs and bring those needs to life through well designed workflow on ServiceNow

• Ability to work independently & l ead a team at managed service provider end to deliver work required to support operational aspects of Change Management processes.

• Maintain comprehensive product documentation including user manuals, training materials & release notes & manage product related projects ensuring on-time delivery.

• Define metrics to measure operational performance and hold stakeholders accountable.

• Identify process improvement opportunities, recommend solutions and lead improvement efforts.

• Serve as an advocate for ITSM across the Technology & Data organization, ensuring needs of all stakeholders are evaluated and considered.

• Candidates may be asked to work shifts to align with global assignments in Americas / EMEA / Asia

• Define best practices & governance framework including metrics for performance of Tech & Data teams & conduct market research to identify trends, opportunities & customer requirements.

• Drive process governance activities to ensure ITSM objectives are achieved.

• Partner with application/service/process owners and business stakeholders to develop continuous improvement plans and demonstrate successful achievement through organizational change management and measurements.

Experience and Skills:

Required:

• At least 15 years of experience with 10 years of progressive technology experience including a breath of knowledge across infrastructure and application technologies (application, cloud, compute, network, storage, database, end-user compute, and security).

• Demonstrated experience with ITSM Governance & Change Management in a highly regulated environment.

• Solid understanding of ITIL and experience with the ServiceNow platform.

• Hands on experience working in a product management and agile delivery model

• Strong analytical skills and a proven track record delivering process improvements.

• Experience leveraging technology and automation to achieve process improvement and ITSM outcomes.

• Excellent written and verbal communication skills; ability to communicate effectively with both executives and technical teams.

• Experience working in an organization with complex stakeholder networks.

• Ability to coordinate & communicate across multidisciplinary/multicultural/global teams across countries & regions & have a good overlap with US & UK time-zones, to ens...