Senior Manager, ITSM Processes and Platforms

The Senior Manager, ITSM Processes and Platforms is accountable for defining and leading the overall strategy, governance, and transformation of the IT Service Management (ITSM) function across the enterprise. This role develops the ITSM vision and roadmap and leads the organizational change needed to elevate maturity and align service management to business objectives.

What You Will Do

Develop the comprehensive ITSM strategy and roadmap for the enterprise, aligned with corporate objectives and industry standards. Drive adoption of ITIL/ITSM frameworks and continuous improvement practices across all domains (incident, problem, change, request, release, etc.).

Why It Might Be a Fit

This role requires a strong customer management and communication skills, with ability to influence at the executive level. Experience leading technology partners and vendors in ITSM context is also required.

Requirements

• Bachelor’s degree in Information Technology or related field, or equivalent experience.
• 12+ years of IT experience including significant ITSM strategy, transformation or leadership.
• Extensive knowledge of ITIL (v3/v4) or equivalent ITSM frameworks and their strategic deployment.
• Consistent track record implementing ServiceNow and ITSM tools and undertaking organizational change for service management adoption.
• Strong customer management and communication skills, with ability to influence at the executive level.
• Experience leading technology partners and vendors in ITSM context.
• Analytical and strategic mentality with ability to translate business needs into ITSM strategy.

Benefits

• Medical, dental and vision insurance
• Health savings accounts – Company Funded Health Savings Account (HSA) and Health Reimbursement Account (HRA)
• Flexible Spending Account (FSA)
• Company-paid basic life insurance and Additional voluntary life coverage
• Paid vacation and competitive personal time off
• 401(k) savings plan with company match
• Retiree Medical Plans – medical and prescription drug coverage through Novelis sponsored Retiree Health Access
• Retirement Savings Account
• Employee assistance programs – available 24/7 to you and your family
• Wellness and Work Life Support - career development and educational assistance!