Title: ServiceNow Director Location: Culver City CA Duration: 6 Months Contract (potential to go PERM with CLIENT)
REMOTE Work
General Summary:
The Director in IT Corporate requires a combination of a strong technology background and business acumen to manage relationships between corporate business and IT in day-to-day operations and delivery of IT services through the ServiceNow platform.
The Director is responsible for providing leadership, knowledge and oversight to the ServiceNow team, ensuring team alignment to best practices and business strategy and can lead the ServiceNow team in planning, management and Project delivery of new functionality and releases.
The Director must possess a broad, deep, functional knowledge of the ServiceNow platform, including Incident, Problem, Change, Asset, CMDB, Service Catalog, ITOM, PPM, SecOps and GRC, and must have the capability to architect solutions for complex business problems within a major studio.
The Director will also need to demonstrate an understanding of business users represented and will have ability to describe user requirements to enable system administrators and ServiceNow developers to estimate relative effort and prioritize demand to deliver business functionality.
The Director is actively involved in the overarching platform governance and is responsible to put forward platform recommendations which are in alignment with ITIL best practices and the ServiceNow roadmap.
The ideal candidate will be well versed in Project Management (Scrum) and will hold Scrum Master and ITIL v4 certification.
Responsibilities include:
Primary liaison between IT and the business defining IT demand and delivering technology to enable and meet business strategy and support day-to-day operations.
Build relationships as a trusted business partner with key business executives and be focal point for delivery of IT services.
Owning approved business driven IT programs & projects and management of their respective business cases, ensuring that they deliver business value. Monitoring, and reviewing all project and program economics including costs, operational budgets, staffing requirements, resources, and risks.
Initiating and facilitating communications between stakeholders, acting as a primary point of contact for defined groups
Facilitating open communication and discussion between stakeholders. Captures and disseminates technical and business information.
Leveraging the enterprise's IT organization, infrastructure and technology capabilities to deliver business results
Managing a team of project managers, business analysts, technical resources comprised of employees and service providers to drive and own the delivery of business requirements
Managing demand for applications work and prioritizing requests for application enhancements and new development across the business portfolio supported
Ensure that all demand from the business enters IT pipeline appropriately and reporting status on that demand back to business constituents
Is actively involved in understanding Products and future Roadmaps from ServiceNow to drive value and efficiencies from new/unused functionality
Partners with the business to build a roadmap to support Information Security services in ServiceNow, eg. GRC, VRM, SecOps.
Organizes, plans, assigns, and monitors completion of services and measures based on delivery and financial success.
Key Outputs include:
Business cases as required to support demand from the business
Strategic and cyclical planning and budgeting for application and set resource requirements
Performance reviews
Core Responsibilities:
Strategic Planning - Participate in business and IT strategic planning; define IT needs of business units; help develop IT strategy and funding plans in alignment with business needs; promote innovative thinking and utilization of IT resources in the business. Understand the workings and strategy of the business as well as current market trends. Understand the strategy and direction of IT within client.
Demand Management – Represents the overall technology solution portfolio for a given business area. Oversees the quality and delivery of IT services in support of business expansion and business operations. Prioritizes requests and secures stakeholder support and funding. Accountable for defining and initiation of projects through green lighting.
Customer Relationship Management – Manages customer expectations; resolve customer satisfaction issues; train and educate customers on the use of technology; ensure business unit is receiving appropriate and adequate levels of IT services; offer alternate solutions to customer problems (e.g. process changes); communicate IT goals, activities and accomplishments to the business.
Leadership, Staff Development and Financial Management – Provide direction and coaching to the IT staff. Develop the staff to understand the business as well as the technology. Develop and manage department and project budgets.
Delivery Oversight – Initiates and provides oversight for application development projects that are delivered on time, within budget and containing the agreed upon functionality. Works closely & collaboratively with ADM and EIS towers to seamlessly insure high quality IT service delivery. Supports the proper implementation of appropriate compliance, security and controls as defined by client policy and governance.
Organizational Core Competencies:
Knowledge of Organization: Knowledge of organization's vision, values, structure, culture, department philosophy, operating principles and commercial strategies
Leadership: Knowledge of approaches, tools, and techniques for gaining the cooperation and support of others.
Relationship Management: Ability to establish and build healthy relationships with clients, vendors and peers in an environment where all are committed to providing excellent and continually improving service.
Flexibility and Adaptability: Knowledge of successful approaches, tools and techniques for dealing with changes and adapting to a changing environment including the ability to manage multiple priorities.
Effective Two-Way Communication: Ability to effectively transmit, receive and accurately interpret ideas, information and needs through application of appropriate communication behaviors, tools and techniques.
Innovation: Knowledge of approaches, tools and techniques for promoting innovative, original thinking and applying it to existing and emerging situations.
Initiative: Motivated by the passion to exceed expectations and to continuously improve yourself, your team, and your department.
Service Excellence: Ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations.
Decision Making and Critical Thinking: Creatively applying knowledge of approaches, tools, techniques for recognizing, anticipating and resolving organization, operations or process problems.
Team Management and Team Building: Ability to build, manage and work as an effective team.
Job Requirements:
Experience as a consultant or facilitator
Solid understanding of the day-to-day execution of business processes and related IT tasks
Knowledge of project and program management fundamentals
Familiar with the ITIL Framework and demand processes across the IT organization
Knowledge of enterprise IT Strategy, ITIL, IT Best Practice and Change Delivery
Strong understanding of multiple software delivery life cycle methodologies
Strong business domain knowledge and business acumen
5+ years of ServiceNow experience
Typically, 3+ years experience in managing leadership level business relationships within the entertainment industry
Proven history of IT management in either application support management or project management, with 8+ years of experience managing technology teams
Proven skills in project management and project management oversight :
Organize and lead the production of all collateral required to initiate a project (including vision document, business case/cost benefit analysis, high level requirements specifications, and other elaboration phase outputs).
Assess/recommend skills and resources needed to successfully complete the project(s) and achieve the business and IT goals
Organize the project team (people needed in the business and IT organizations, as well as third parties).
Ensure all policies for on boarding new resources and vendors are followed.
Create or supervise the creation of the project schedule, ensuring that it conforms to the System Development Lifecycle as appropriate.
Maintain the project budget, project tracking and reporting requirements, and status reporting.
Establish and maintain clear escalation procedures so that problems and issues encountered are addressed in a timely manner.
Education & Training Requirements:
ServiceNow certification would be beneficial
Scrum Master
ITIL v3
Additional Information
All your information will be kept confidential according to EEO guidelines.
