Service Design & Transition Manager New haven, CT Core Responsibilities: Service Level Management
Plans, implements, controls, reviews, and audits ServiceNow service provisioning, to meet customer business requirements.
Oversees and ensures that the ServiceNow platform Service Level Agreements (SLA’s) and supporting Operating Level Agreements (OLA’s) are negotiated, published, and met.
Identifies opportunities to improve services.
Facilitates the creation of ServiceNow workflows in which products and services promised are delivered on time and are fit for purpose (utility) and fit for use (warranty).
Service Knowledge Management
Enables and governs the ServiceNow Knowledge product facilitating consistent and fast resolutions of customer issues and needs, boosting self-service capabilities, and promoting knowledge sharing.
Identifies knowledge gaps and champions new Knowledge content across the IT organization.
As Knowledge product content steward, track Knowledge usage and quality trends.
Service Catalog Management
Designs, builds, publishes, and governs the ServiceNow Service Catalog providing information about available services while providing for an optimized, efficient customer experience.
Identifies and evaluates ServiceNow Service Catalog and Knowledge new features and emerging capabilities, advocating for those that will most benefit the organization financially and
Completes regular reviews of the ServiceNow Service Catalog with stakeholders to ensure relevance to business needs and requirements.
Enables automation of service requests and service fulfilment where appropriate.
Service Transition Planning & Support
Forges close partnerships with IT teams and business units to ensure a collaborative and coordinated strategy to understand the collective vision to bring value to the company.
Ensures Service Management processes enable service agility.
Helps design ServiceNow product roadmaps following agreed architectures, design standards, and methodologies.
Assists in training of Service Catalog and Knowledge capabilities and features.
Develops self-auditing and compliance capabilities around ITxM procedures.
Service Continuous Improvement
Integrates a Continual Improvement Register (CIR) for tracking and vetting improvement opportunities, integrating into ServiceNow Idea and Demand Management.
Continuously and proactively streamlines and improves the ServiceNow customer experience.
Participates in IT Service Management program / project review meetings to assess problem areas and suggests corrective actions.
Essential Competencies Professionalism/Personal Accountability, Collaboration and Teamwork, Communication, Flexible and Adapts to Change, Service to Customers and Clients Additional Competencies for managers: Strategic Planning, Talent Development, Leadership Skill Qualifications
Strong technical foundation and knowledge of the ServiceNow platform.
Ability to work across diverse organizations and build effective relationships/partnerships.
Experience in introducing/utilizing technology and tools to support testing.
Excellent collaboration and partnering skills.
Excellent presentation and communication skills. Understands, explains, and presents complex ideas to audiences at all levels in a persuasive and convincing manner.
Education and Experience Qualifications Education:
Bachelor's degree in Computer Science or related field AND minimum of 8 years demonstrated experience in ITSM and/or information technology. OR;
Any equivalent combination of experience, training, and/or education.
