Business Engagement and ITSM Process Manager

The Business Engagement and ITSM (IT Service Management) Process Manager is a role reporting to the Head of IT Service Management. This individual is responsible for building the bridge to the business and delivering new capabilities in response to business demand. The need to develop a meaningful and collaborative partnership with the business requires a business-focused and customer-focus mindset. This individual plays a crucial role in ensuring that IT processes are effective and efficient, being responsible for continuously improving the ITSM processes (defining process activities, procedures and policies) and ensuring that the processes meet not only the organization’s need, but also making sure that they are performed following ITIL standards.

Responsibilities

Key Accountabilities

• Plan, implement, own, manage, measure and improve IT Service Management processes, procedures, tools, key performance indicators and metrics for monitoring, measuring and managing the performance of systems and services to ensure successful and effective service delivery.
• Establishing and maintaining comprehensive documentation of the processes and ensuring compliance with relevant standards and regulations.
• Drive and champion the development, delivery and continuous improvement of IT Service Management best practices across the organization. Act as a champion – as ServiceNow Champion Community Lead - of standard ITSM processes, continuously provide training and guidance to the IT team and end user community across the organization.
• Ensure that appropriate service levels and service quality measures are developed, continuously improved and reported across IT and the business, leveraging industry benchmarks, aligned with client and internal/external stakeholders’ expectations.
• Ensure effective Reporting and Performance Analysis. Oversee the day-to-day operation of IT services, ensuring adherence to service level agreements (SLAs) and processes. Identify opportunities for automation and optimization to enhance service efficiency and quality.
• Operate as a Business Analyst and work with business and key stakeholders to capture business and user requirements. Work with development teams to ensure the requirements are understood, developed, tested, and successfully delivered.
• Support the Head of IT Service Management, e.g., building the ServiceNow roadmap and controlling the budget.
• Lead and manage a team by setting clear goals, providing mentorship, and fostering a collaborative and inclusive work environment to achieve organizational objectives.
• Other duties as assigned.
  
  

Networking/Key Relationships

• End Users
• Infrastructure and Support organization
• IT Leadership Team
• Enterprise Architect
• Information Security
• PMO
• Enterprise Application & Development
• Business stakeholders
• Vendors / Service providers
  
  

Qualifications

Minimum Knowledge & Experience required for the position:

• College or university program certificate with at least four years related experience; or equivalent combination of education and experience
• Minimum four years of IT service management experience
• ITIL certification or equivalent
• Strong understanding of IT service delivery processes, including incident management, request fulfilment, change management, asset and inventory management, and service level management with a service management tool such as ServiceNow
• Strong technical foundation and knowledge of the ServiceNow Platform
• Excellent analytical and problem-solving skills
• Strong communication, moderation and interpersonal skills
• Ability to manage multiple tasks and projects simultaneously
• Vendor management experience
  
  

Travel Requirements

• Occasional travel required to main Werfen locations or based on project requirements.