At a Glance
- 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.
- Other info: Be part of a diverse team that values new ideas and fosters creativity.
- 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.
The predicted salary is between 36000 - 60000 £ 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 are driven by our vision of Food and Companionship Enriching Life and our purpose – 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 – 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 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? 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
Elanco is an exceptional employer that champions innovation and inclusivity, making it a fantastic place for IT Service Management professionals to thrive. With a commitment to employee growth and a collaborative work culture, you will have the opportunity to lead impactful projects while working alongside passionate individuals dedicated to improving animal health. Located in a dynamic environment, Elanco offers unique advantages such as access to cutting-edge technology and a supportive atmosphere that encourages new ideas and continuous learning.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Management (ITSM) Manager in Hartley Wintney
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Elanco values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Elanco might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Elanco!
✨Direct Apply to Elanco
Let's not forget to apply directly through the Elanco website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Management (ITSM) Manager in Hartley Wintney
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Elanco.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Elanco. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Elanco
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
