ITSM Manager

Responsibilities:

• Hire, manage and develop a team of Product Owners and Engineers in India.
• Lead, mentor and motivate people to achieve the highest quality and standardisation in the implementation of ServiceNow for DBG.
• Evaluate employees' performance.
• Execute, maintain and improve the operational processes and activities, deliver according to the highest quality and standards, ensuring high service delivery levels, compliance and customer satisfaction.
• Support incident communication, investigation and resolution.
• Manage out-of-business-hours support activities and on-call rotation.
• Manage internal and external audits as well as related findings.
• Ensure strict adherence to corporate processes, standards and policies.
• Ensure that documentation and operational procedures are available and maintained.
• Investigate and implement operations automation where relevant.

Requirements:

• A university degree in Information Technology, electronics, engineering or comparable.
• Strong expertise in Information Technology (5+ years' experience).
• Excellent knowledge of ITIL and implementation of ITIL Processes in ServiceNow, including integration to the rest of the DBG landscape.
• Experience (5+ years) in leading a team of ServiceNow engineers, test automation engineers and product owners
• Very strong customer-oriented mindset and attitude, experience in interacting with both internal and external customers.
• Ability to delegate and to translate general requirements into an action plan and into individual tasks.
• Leadership and networking skills. Very good communication capabilities.