What are the responsibilities and job description for the Information Technology Service Management Manager position at Tech One IT?
Overview :
International is looking for a Lead ServiceNow Solution Engineer to support our Digital Transformation Journey.
In this role you will be responsible for IT Service Management (ITSM) and IT Operations Management (ITOM).
You will be expected to play a lead role in the architecture and oversight of a technical team that provides day-to-day support and administration of these areas.
As the commercial vehicle industry undertakes its most significant transformation in a century, INTERNATIONAL stands at the forefront, a vanguard of the movement.
No longer content with merely supplying trucks, buses, and engines, International is on a mission to redefine transportation.
Embracing a bold digital transformation, International is ushering in a new era of complete and sustainable transport solutions.
Responsibilities :
Assist in executing the IT strategy to drive the adoption and implementation of ITSM and ITOM best practices, ensuring alignment with business objectives and operational efficiency.
Build enduring relationships to foster collaboration and knowledge exchange.
Develop and oversee a strategic roadmap to enhance organizational excellence through the effective implementation and continuous improvement of ITSM services, processes, and tools.
Promoting and championing the benefits of ITSM and ITOM processes including but not limited to : Incident, Problem, Change, Request, Enterprise Monitoring and CMDB.
Analyze service performance metrics and drive process enhancements to improve service quality.
Ensure compliance with IT governance, risk management, and security policies.
Providing both technical and thought leadership for integrations and development of ITSM and ITOM tools while also promoting best practices.
Mentoring service and process managers on ITSM and ITOM concepts.
Desired Skills :
Experience in mapping infrastructure components to business and technical services to enhance visibility, dependency management, and service impact analysis.
Demonstrated experience in ITSM frameworks
Extensive experience with ServiceNow and SolarWinds
Fundamental understanding of key technologies relevant to ServiceNow implementations, including Web Services, LDAP and JavaScript.
Demonstrated ability to influence and consult (on pros, cons, and risks).
Provide thought leadership in solving business processes and technical problems.
Ability to analyze data findings to draw conclusions and develop actionable recommendations.
Excellent communication skills.
Ability to explain complex practices, processes, or procedures in clear and simple terms.
Demonstrated experience in leading process improvement and organization change initiatives.
Proven expertise and overall responsibility in customer service and contact center services, performance, and new generation capabilities.
Excellent presentation, time management, and collaborating skills.
Plans and carries out responsibilities with minimal direction.
Ability to collaborate effectively with individuals from diverse cultural backgrounds.
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