ITSM Process & Product Manager

ITSM Process & Product ManagerReference Code 4510

Country:

US Locations: USA - Tampa; USA - Hermitage; USA - Nashville

Deloitte Global is the engine of the Deloitte network.

Our professionals reach across disciplines and borders to develop and lead global initiatives.

We deliver strategic programs and services that unite our organization.

Work you'll do

The ITSM Process & Product Manager is an expert in incident, problem, change and release management processes, specializing in following ITIL standards and using ServiceNow ITSM modules.

Working within the IT Service Management and CMDB team, this role will lead initiatives to improve the efficiency, effectiveness, and reliability of our ITSM practices.

This role has a strategic mindset, strong analytical skills, and the ability to collaborate effectively with cross-functional teams to implement process changes and drive organizational change.

You'll shape stakeholder sentiment across our global teams and member firms-designing and executing engagement strategies, facilitating and running working groups, and aligning leaders to accelerate adoption and organizational change.

You'll partner with engineering, operations, and business leaders to prototype, scale, and measure AI-driven workflows that reduce manual work, improve reliability, and boost user experience.

If you're excited to implement real-world AI solutions and change how teams operate, we want you on the team!

Key responsibilities include:

Design ITSM and CMDB Processes

Lead the assessment and analysis of our current ITSM process, identifying areas for improvement, inefficiencies, and opportunities for modernization.

Develop and implement a comprehensive roadmap for process improvement initiatives, outlining key objectives, milestones, and timelines for modernizing our incident management process.

Collaborate closely with stakeholders from various departments, including IT operations, service desk, and business units, to gather input, requirements, and feedback for process improvement initiatives.

Drive the design and implementation of new ITSM workflows, procedures, and tools (including ServiceNow and the Common Service Data Model) to improve service levels.

Refresh key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of the ITSM process, tracking progress and identifying areas for further optimization.

Act as a subject matter expert on ITSM and CMDB best practices, providing guidance, training, and support to internal teams to foster a culture of continuous improvement and excellence.

Stay abreast of industry trends, emerging technologies, and best practices in ITSM and process improvement, incorporating new methodologies, tools, automations and AI (such as NowAssist or CoPilot) to enhance our incident management capabilities.

Facilitate regular review meetings and post-implementation reviews to evaluate the impact of process improvements, gather feedback, and identify opportuniti...