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Senior Manager ITSM Tools Modernization

Broomfield, CO, USA | Lumen Technologies

  • Industry:
    Information Technologies
  • Position Type:
  • Functions:
    IT / Information Technology
  • Experience:
    10-12 years
Job Description:
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As the Senior Manager ITSM Tools Modernization, this individual will define the blueprint for and drive the enterprise wide adoption of the ITSM/ITOM/ITBM and integrated monitoring and correlation platforms. The individual in this role will be tasked with designing and operationalizing the proper governance that will enable the organization to be strategic in the use of these platforms. The core focus of the role will be to engage with key stakeholders and direct and lead internal groups in the implementation and use of the platforms.

The Main Responsibilities

Lead and accelerate the adoption and implementation of a ServiceNow/ITSM/ITOM/ITBM transformation

Lead development and integration activities for best-in-class monitoring and event correlation platforms (Zabbix, Big Panda)

Deliver on all program requirements including technical, cost, schedule, and quality performance

Manage resources across projects, and maintain/track contract deliverables, schedule, and budget.

Recommends changes to improve processes and alleviate process inaccuracy and duplication.

Manage internal and external resources to drive process transformation

Liaison with ServiceNow and third-party vendors

Collaborate and work directly with leadership across the enterprise

Align stakeholders on strategy, goals, and execution

Supports adoption across the organization

Manages platform release strategy and roadmap in collaboration with IT

What We Look For in a Candidate

Bachelor's degree or equivalent experience

10+ years experience

Familiarity with SaaS deployments and its supporting architecture

ITIL and/or ITSM certification

ServiceNow certification/training

Experience driving the adoption and optimization of ITSM/ITOM/ITBM enterprise software

Experience implementing and optimizing SaaS-based, enterprise-class monitoring and event correlation solutions

Experience working with enterprise software companies and/or consulting companies

Experience implementing global programs

In-depth experience building/implementing large-scale programs, projects, and/or transformational initiatives to enable a business function

Experience with multiple implementations/deployments of ServiceNow solutions, including integrating ServiceNow platform with other systems

Knowledge of product roadmaps and platform management for ServiceNow

Experience with technical services migration and transformational programs

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