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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 Ā£ per year.
At Elanco (NYSE: ELAN) ā 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 are driven by our vision of Food and Companionship Enriching Life and our purpose ā all to Go Beyond for Animals, Customers, Society and Our People. We pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you'll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights. Making animals' lives better makes life better ā join our team today!
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. The Product Owner will act as the voice of the customer, collaborating closely with stakeholders, development teams, and other product owners to prioritize features, manage the product backlog, and drive continuous improvement within the ITSM domain.
You will be joining TechOps, who are responsible for all IT Infrastructure, Client Services, and Global & Site Operations across the enterprise. We leverage modern technologies to build for the future and empower Elanco employees to build amazing things.
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 problemāsolving abilities, with a dataādriven approach to decisionāmaking.
- Ability to translate complex technical concepts into businessāfriendly language and viceāversa.
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, Problemāsolving, Analytical Thinking, Collaboration, Customer Focus, Visionary.
Additional Information
- Travel: 0-10%
Don't meet every single requirement? Studies have shown underrepresented groups are less likely to apply to jobs unless they meet every single qualification. 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. You may be the right candidate for this role or other roles!
Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.
IT Service Management (ITSM) Manager in Hartley Wintney employer: Elanco
Contact Detail:
Elanco Recruiting Team
StudySmarter Expert Advice š¤«
We think this is how you could land IT Service Management (ITSM) Manager in Hartley Wintney
āØTip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and donāt be shy about asking for introductions. We all know that sometimes itās not just what you know, but who you know that can land you that dream job.
āØTip 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 to see you shine and show how you align with their vision of enriching life!
āØTip Number 3
Practice your pitch! Be ready to articulate your experience with ServiceNow ITSM modules and how youāve led teams in the past. We suggest rehearsing common interview questions so you can confidently showcase your expertise.
āØTip Number 4
Donāt forget to follow up after your interview! A simple thank-you email can go a long way in leaving a positive impression. We believe it shows your enthusiasm for the role and keeps you on their radar.
We think you need these skills to ace IT Service Management (ITSM) Manager in Hartley Wintney
Some tips for your application š«”
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with IT Service Management and ServiceNow. We want to see how your skills align with our needs, so donāt be shy about showcasing relevant projects or achievements!
Show Your Passion: Let your enthusiasm for animal health and technology shine through in your application. At Elanco, weāre all about making a difference, so share why youāre excited about the role and how you can contribute to our mission.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to describe your experiences and skills, especially those related to ITSM and Agile methodologies. We appreciate clarity!
Apply Through Our Website: We encourage you to submit your application directly through our website. Itās the best way for us to receive your details and ensures youāre considered for the role. Plus, itās super easy!
How to prepare for a job interview at Elanco
āØKnow 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 can enhance IT service delivery and align with business objectives.
āØShowcase Your Leadership Skills
As an ITSM Manager, you'll need to lead operational teams effectively. Prepare examples of how you've successfully managed teams in the past, focusing on your communication and stakeholder management skills.
āØBe Ready for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and strategic thinking. Think of specific scenarios where you've had to gather requirements or prioritise features, and be ready to explain your thought process.
āØDemonstrate Your Data-Driven Approach
Elanco values analytical skills, so come prepared with examples of how you've used data to drive decisions in previous roles. Discuss how you've monitored product performance and user feedback to identify areas for improvement.
