Job
Description
Principal Duties and Essential Responsibilities: Architect, Design, Develop and Innovate: With a hands-on approach, lead the implementation of autonomous ITSM systems, introducing advanced capabilities like automated CAB processes, self-healing CMDBs, and predictive analytics. Customer-Centric Innovation: Embed a customer-first philosophy in ITSM systems, ensuring that both internal staff and external users benefit from intuitive, responsive, and efficient services. Modernization and Efficiency: Drive the evolution of ITSM practices into highly efficient, low-maintenance workflows, minimizing manual effort while enhancing service quality and reliability. Strategic Enablement: Ensure ITSM systems enable teams to focus on high-value work by automating routine processes and eliminating bottlenecks. Agile and Scalable Operations: Enhance service delivery in fast-paced, agile environments to meet and exceed customer expectations. Collaborative Tech Leadership: Partner with remote and cross-functional teams to gather and prioritize requirements, ensuring alignment with organizational goals. Data-Driven Insights: Leverage ITSM data to proactively improve user experiences, identify opportunities for innovation, and drive continuous service improvement. Mentorship and Growth: Provide technology and technical guidance to ITSM team members, fostering a culture of customer obsession, innovation, and accountability. Minimum Requirements: Experience: Hands-on 3+ years in ITSM tech leadership roles or senior or principal individual contributor, delivering transformative outcomes in agile, customer-focused environments. Expertise in ITSM Tools: Deep knowledge of ITSM platforms like ServiceNow [SA1] , Jira, etc. with hands-on experience in configuring and optimizing their capabilities. Automation Proficiency: Demonstrated success in implementing automation to reduce manual intervention, including workflows, integrations, and decision-making algorithms. ITIL Mastery: Extensive understanding of ITIL/ITSM frameworks and their adaptation to modern, autonomous systems. A certification in ITIL v4 and above is a must. Customer Obsession: Proven track record of designing ITSM solutions with a strong focus on exceptional user experiences for both internal teams and external customers. Exceptional Communication: Strong written and verbal communication skills, capable of articulating complex technical concepts to diverse audiences. Collaboration Across Boundaries: Proven ability to work effectively with global, distributed teams. Strategic Mindset: Skilled in identifying high-impact opportunities and aligning ITSM strategies with organizational goals. Additional Requirements - Good to have: Familiarity with AIOps and its integration into ITSM practices to enable predictive and autonomous service management. Experience in leading ITSM transformations in DevOps or Agile environments. Certifications in, ServiceNow, or other relevant ITSM methodologies and platforms. Principal Duties and Essential Responsibilities: Architect, Design, Develop and Innovate: With a hands-on approach, lead the implementation of autonomous ITSM systems, introducing advanced capabilities like automated CAB processes, self-healing CMDBs, and predictive analytics. Customer-Centric Innovation: Embed a customer-first philosophy in ITSM systems, ensuring that both internal staff and external users benefit from intuitive, responsive, and efficient services. Modernization and Efficiency: Drive the evolution of ITSM practices into highly efficient, low-maintenance workflows, minimizing manual effort while enhancing service quality and reliability. Strategic Enablement: Ensure ITSM systems enable teams to focus on high-value work by automating routine processes and eliminating bottlenecks. Agile and Scalable Operations: Enhance service delivery in fast-paced, agile environments to meet and exceed customer expectations. Collaborative Tech Leadership: Partner with remote and cross-functional teams to gather and prioritize requirements, ensuring alignment with organizational goals. Data-Driven Insights: Leverage ITSM data to proactively improve user experiences, identify opportunities for innovation, and drive continuous service improvement. Mentorship and Growth: Provide technology and technical guidance to ITSM team members, fostering a culture of customer obsession, innovation, and accountability.
