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- Tasks: Lead the vision and strategy for ServiceNow ITSM modules to enhance IT service delivery.
- Company: Join Elanco, a global leader in animal health dedicated to innovation and diversity.
- Benefits: Enjoy a competitive salary, inclusive culture, and opportunities for professional growth.
- Why this job: Make a real impact on animal health while advancing your career in a dynamic environment.
- Qualifications: 8+ years in IT Service Management with strong leadership and communication skills.
- Other info: Be part of a diverse team that values new ideas and fosters creativity.
The predicted salary is between 36000 - 60000 ÂŁ per year.
At Elanco (NYSE: ELAN) – it all starts with animals! As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. At Elanco, we pride ourselves on fostering a diverse and inclusive work environment.
Your role: We are seeking a strategic and experienced ServiceNow IT Service Management Manager to lead the vision, strategy, and roadmap for our ServiceNow ITSM modules. This role is critical in ensuring that our ServiceNow platform effectively supports and enhances our IT service delivery processes, aligns with business objectives, and provides an optimal user experience.
Your Responsibilities:
- Define and articulate the product vision, strategy, and roadmap for ServiceNow ITSM modules (e.g., Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge Management).
- Lead IT Service Management operational team, providing operational processes for IT Support organisation to adhere to, including Incident & Major Incident Management, Problem, Change, Request, Knowledge Management and Service Catalog.
- Gather, analyze, and prioritize business requirements from various stakeholders, translating them into clear and actionable user stories and acceptance criteria.
- Own and manage the ServiceNow ITSM product backlog, ensuring it is groomed, prioritized, and aligned with strategic goals and release cycles.
- Collaborate closely with development teams, architects, and quality assurance to ensure successful delivery of features and enhancements.
- Act as the subject matter expert for ServiceNow ITSM, providing guidance and clarification to development teams and stakeholders.
- Facilitate communication and alignment between business stakeholders, IT operations, and the development team throughout the product lifecycle.
- Monitor and analyze product performance, user feedback, and market trends to identify opportunities for improvement and innovation.
- Ensure that all ServiceNow ITSM solutions adhere to ITIL best practices, company standards, and regulatory requirements.
- Lead user acceptance testing (UAT) and ensure that delivered solutions meet business needs and quality standards.
- Communicate product updates, release notes, and value propositions to stakeholders and end-users.
- Contribute to the overall ServiceNow platform strategy and governance, ensuring ITSM solutions integrate seamlessly with other modules.
What You Need to Succeed (minimum qualifications):
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field, or equivalent practical experience.
- 8+ years of experience in IT Service Management, with at least 3 years in a Product Owner, Business Analyst, or leadership role focused on ITSM.
- Proven experience in defining product roadmaps, managing backlogs, and prioritizing features in an Agile environment.
- Deep understanding of ServiceNow ITSM modules and their interdependencies.
- The ability to influence and make decisions that will deliver impact.
- Exceptional communication, negotiation, and stakeholder management skills, with the ability to build strong relationships with internal and external customers and partners.
- Strong analytical and problem‑solving abilities, with a data‑driven approach to decision‑making.
- Ability to translate complex technical concepts into business‑friendly language and vice‑versa.
What will give you a competitive edge (preferred qualifications):
- ITIL v3 or v4 certification.
- ServiceNow Certified System Administrator (CSA) certification.
- Experience with ServiceNow Flow Designer, Service Portal, and reporting/dashboarding capabilities.
- Familiarity with other ServiceNow modules (e.g., ITOM, CSM, HRSD) and their integration points with ITSM.
- Experience working in a large, global enterprise environment.
- Knowledge of UX/UI principles for designing intuitive user experiences.
Skills:
- Technical: ServiceNow ITSM (Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge), ITIL Framework, Agile Methodologies, Product Road mapping, Backlog Management, Requirements Gathering, User Story Creation, Data Analysis, Reporting.
- Soft Skills: Strategic Thinking, Leadership, Stakeholder Management, Communication (written and verbal), Negotiation, Prioritization, Problem‑solving, Analytical Thinking, Collaboration, Customer Focus, Visionary.
Additional Information:
- Travel: 0-10%
Don’t meet every single requirement? At Elanco we are dedicated to building a diverse and inclusive work environment. If you think you might be a good fit for a role but don't necessarily meet every requirement, we encourage you to apply.
IT Service Management (ITSM) Manager in Hart employer: Elanco
Contact Detail:
Elanco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Management (ITSM) Manager in Hart
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching Elanco and its values. Understand their mission around animal health and how your skills as an ITSM Manager can contribute. We want you to show them you’re not just another candidate, but someone who truly aligns with their vision.
✨Tip Number 3
Practice your pitch! Be ready to articulate your experience with ServiceNow ITSM modules and how you’ve driven improvements in past roles. We suggest rehearsing with a friend or in front of a mirror to boost your confidence before the big day.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in showing your enthusiasm for the role. We believe this small gesture can set you apart from other candidates and keep you fresh in their minds.
We think you need these skills to ace IT Service Management (ITSM) Manager in Hart
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the ITSM Manager role. Highlight your experience with ServiceNow and ITIL practices, and show us how your skills align with our vision at Elanco.
Showcase Your Achievements: Don’t just list your responsibilities; we want to see your impact! Use specific examples of how you’ve improved IT service delivery or led successful projects in your previous roles.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon where possible. We appreciate a well-structured application that’s easy to read!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Elanco
✨Know Your ServiceNow Inside Out
Make sure you have a solid understanding of the ServiceNow ITSM modules, especially Incident, Problem, Change, and Request. Be prepared to discuss how these modules interconnect and how you've used them in past roles. This will show that you're not just familiar with the platform but can also leverage it effectively.
✨Speak Their Language
Elanco values communication, so practice translating complex technical concepts into business-friendly language. During the interview, demonstrate your ability to engage with both technical teams and non-technical stakeholders. This will highlight your versatility and stakeholder management skills.
✨Showcase Your Strategic Thinking
Prepare examples that illustrate your strategic approach to product road mapping and backlog management. Discuss how you've prioritised features in an Agile environment and the impact of your decisions on service delivery. This will align well with their need for a visionary ITSM Manager.
✨Emphasise Your Leadership Skills
As a potential leader in the TechOps team, be ready to share your experiences in leading operational teams and facilitating collaboration. Highlight any instances where you've driven continuous improvement or led user acceptance testing (UAT) to ensure solutions meet business needs. This will demonstrate your capability to lead and inspire others.
