ServiceNow - Sr. Manager, IT Service Management Office (Remote) at CrowdStrike, Inc. in Topeka, Vermont
Posted in Other about 3 hours ago.
Job Description:
CrowdStrike, Inc.Full time
R20305
About the Role:
We are seeking a dynamic Senior Manager, IT SMO (Service Management Office) to join our organization. Along with your team members, you will be responsible for establishing and building out the SMO, to create a compelling and consistent IT Service Management experience for the whole of CrowdStrike globally.
The Senior Manager, IT SMO will focus on maturing ITSM practices within CrowdStrike by developing a Service Management architecture and operating model for the SMO to drive best practice in everything we do. You will work with IT Leadership, ServiceNow Architects and Developers to align processes with tool functionality, and promote a culture of Continuous Service Improvement across ITSM within the IT Team and across the enterprise.
What You’ll Do:
Recruit, develop and manage a high performing team of Service Management professionals.
Working with your Director, and the ServiceNow team: develop the operating model for the SMO, and build out a three year roadmap for ITSM and ServiceNow.
Develop an effective Service Management strategy for each of the Service Management practice areas (Incident, Change, Problem, Knowledge, Request, Configuration and Asset Management, etc.) ensuring that policies drive compliance, yet, do not slow speed to market.
Ensure processes are built on best practice and are reflected in the ServiceNow configuration of their respective modules.
Ensure that practices are sufficiently documented, trained and communicated to the whole support organization.
Build and deliver a Service Management transformation plan to deliver on the architecture and operating model strategy of the SMO.
Collaborate with the ServiceNow development team to drive the delivery implementation of the Service Management transformation plan.
Work with Organizational Change Management to craft compelling communications and change plans
Help evangelize the value of leveraging a consistent and robust ITSM framework to the whole organization.
Demonstrate the value that the SMO delivers by leveraging robust data analytics and reporting in ServiceNow.
Develop and execute team KPIs.
Manage the delivery of new functionality by gathering requirements from service owners and driving implementation in line with industry best practice.
Establish a strong relationship with the Service Management Development Team, ensuring that the SMO plays a collaborative and supportive role in the development lifecycle.
Establish a strong relationship with the IT Service Desk and ensure ITSM helps them evolve their support organization in line with best practice.
Other duties as assigned.
What You’ll Need:
Bachelor’s degree in the field of computer science, information systems, other related degree, or equivalent experience (typically 12-14 years working in IT Service Management and / or with the ServiceNow platform).
ITIL Certification - V4 Managing Professional or V3 Expert.
Demonstrable knowledge of the ITSM framework (ITIL).
Knowledge of CMDB and Common Service Data Model (CSDM) concepts.
Demonstrable knowledge of Agile ways of working and experience in measuring level of effort with enhancements, defects, and stories.
5+ years of ServiceNow platform experience - including good working understanding of the Incident, Change, Problem, Configuration (CMDB), Hardware and Software Asset Management modules.
5+ years delivering transformative service management programs
Excellent written and spoken communication and interpersonal skills
5+ years management experience leading high performing teams
Demonstrated ability to influence executive leadership
A drive for automation, efficiency, and the streamlining of processes and workflows to reduce friction, and drive consistent experiences
Bonus Points:
ITIL V4 Strategic Digital Leader Qualification
Agile Certification - Agile Leader
Business analysis skills to turn business requirements into technical scope / statement of work documentation for Development teams.
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CrowdStrike is proud to be an equal opportunity and affirmative action employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance.
Find out more about your rights as an applicant.
CrowdStrike participates in the E-Verify program.
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Right to Work
PI250532910
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