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- Tasks: Lead the vision and strategy for ServiceNow ITSM modules, enhancing IT service delivery.
- Company: Join Elanco, a global leader in animal health dedicated to innovation and diversity.
- Benefits: Enjoy a hybrid work environment, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact on animal health while developing your career in IT service management.
- Qualifications: 8+ years in IT Service Management with strong leadership and communication skills.
- Other info: Be part of a diverse team that values innovation and collaboration.
The predicted salary is between 48000 - 72000 £ per year.
At Elanco (NYSE: ELAN) – it all starts with animals! We are a global leader in animal health, dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. At Elanco, our vision is Food and Companionship Enriching Life and our purpose is to Go Beyond for Animals, Customers, Society and Our People. We foster a diverse and inclusive work environment, believing diversity drives innovation and success. Making animals’ lives better makes life better – join our team today!
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.
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.
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.
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%
- Location: Hook, UK - Hybrid Work Environment
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 Hook employer: Elanco
Contact Detail:
Elanco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Management (ITSM) Manager in Hook
✨Tip Number 1
Network like a pro! Reach out to your connections in the ITSM field, attend industry events, and join relevant online communities. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Elanco and its values. Understand their mission around animal health and how your skills in IT Service Management can contribute to that vision. Tailor your responses to show how you align with their goals.
✨Tip Number 3
Showcase your expertise in ServiceNow during interviews. Be ready to discuss specific projects where you've led ITSM initiatives, managed backlogs, or improved service delivery. Real-life examples will make you stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Elanco team and contributing to their mission.
We think you need these skills to ace IT Service Management (ITSM) Manager in Hook
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the ITSM Manager role. Highlight your experience with ServiceNow and ITIL, and don’t forget to showcase your leadership skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about animal health and how your background aligns with our mission at Elanco. Let us know what makes you the perfect fit for this role.
Showcase Your Achievements: When detailing your experience, focus on specific achievements rather than just responsibilities. Use metrics where possible to demonstrate your impact in previous roles. We love numbers that tell a story!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our team at Elanco!
How to prepare for a job interview at Elanco
✨Know Your ServiceNow Stuff
Make sure you brush up on your knowledge of ServiceNow ITSM modules. Be ready to discuss how you've used them in past roles and how they can enhance IT service delivery. This will show that you're not just familiar with the platform, but that you can leverage it strategically.
✨Speak Their Language
Elanco values communication, so practice translating complex technical concepts into business-friendly language. Prepare examples where you've successfully communicated with stakeholders or influenced decisions, as this will demonstrate your ability to bridge the gap between IT and business needs.
✨Show Your Leadership Skills
As an ITSM Manager, you'll need to lead teams and manage backlogs. Think of specific instances where you've led a project or team, and be ready to share how you prioritised tasks and drove continuous improvement. This will highlight your leadership capabilities and strategic thinking.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making process. Prepare by thinking through potential challenges you might face in the role and how you would address them, especially in relation to ITIL best practices and user experience.
