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Senior Manager, ITSM Operations
Wyomissing, PA
Job Description
IT Senior Manager, ITSM Operations - Remote Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period! Are you looking to build your career in an exciting industry and a growing world-class organization? Come see why so many of our team members recommend us to their friends! Who are we? Rentokil is a family of companies in North America. We pride ourselves on being a trusted partner to many of the world's leading brands across industries as diverse as manufacturing, distribution, retail, food service, and hospitality. We are extremely proud of our legacy of excellence and constantly work to enhance the value and impact of our services. Responsibilities What does our IT Senior Manager, ITSM Operations do? The purpose of this role is to provide management to the IT Service Management team in the North America region. Provides leadership, guidance, and prioritization of initiatives related to proper functioning as an ITIL organization. Promotes operational efficiencies and strategic enhancement of the ITSM platform. Acts as an advocate and conduit between the IT operational teams, IT Service Management Process teams, and ITSM technical delivery teams. Serves as a steward of IT Service Management principles and processes to ensure the ITSM platform features and functionality are being optimized and enhanced to utilize platform capabilities to best serve the business and aid the IT end-user support teams in the most efficient and effective manner. Responsibilities include, but are not limited to the following: Lead the North America IT Service Management teams, focused on ITSM process and platform operations Lead and promote upskilling of ITSM process specialist team to uphold ITIL foundational structures in daily operations Lead and promote upskilling of ITSM technical specialist team to develop, build and enhance the platform and key ITIL processes Support partnerships and drive communication between the IT Operational teams & leaders and the IT Service Management teams to execute deliverables related to ITSM process optimization Utilize experience with ITIL framework to assess, develop and advocate for practical ITSM solutions Lead and participate in planning and prioritizing ITSM platform development/enhancements to best serve business/end-user needs Serve as a key contributor in ITSM platform roadmap/strategy planning Manage/participate with key ITSM platform development resources on planning and deployment of feature releases and upgrades Drive forward and support project delivery for automation and integration capabilities between ITSM platform and other key business-relevant applications and data sources Assist with identification of process gaps and/or implementing process improvements Contribute to improvement of ServiceNow, the use of the tool, and the quality of data therein Support the ITSM team in day-to-day and program-related activities as deemed beneficial, including communications internal-to-IT and external-to-business leaders & stakeholders Meet with technology specialists, attend seminars and read industry related publications to remain abreast of ITSM technology advances and aid in technology planning efforts. Quickly recognize conflicts and collaborate to identify potential solutions to arising issues Meet SLTs and develop metrics-focused programs that ensure SLTs are met Identify and leverage department resources to accomplish goals Execute work across multiple projects in partnership with other teams Guide the teams to impactful results that are align to and progress strategic goals Make informed decisions by consulting the right stakeholders and balancing details with the big picture Think and articulate strategy over long time horizons. Think cross-functionally about effective integration with areas outside of teams'/org's primary responsibility Ensure team is staffed appropriately and set up for success Guide and grow team members Set goals and objectives at the right altitude and hold the team accountable to deliver Attract, hire, and retain a diverse & talented team with a broad range of experiences and strengths What do you need? Seven (7) years experience in relevant technology functions Three (3) years leadership experience ServiceNow platform experience, preferred ITIL Foundations experience, required Qualifications Why Choose Rentokil? A career with Rentokil is a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance and we love to promote from within. We offer competitive pay on a bi-weekly pay schedule (weekly in NY & CT) and many of our roles offer performance incentives. Below you'll find information about some of what Rentokil North America has to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits when they meet certain criteria. Click here to read more about our Total Rewards Program which includes: Professional and Personal Growth Multiple avenues to grow your career Training and development programs available Tuition Reimbursement benefits (for FT Colleagues) Health and Wellness Health benefits including Medical, Dental, Vision, and Life Insurance with no waiting period Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1 Savings and Retirement 401(k) retirement plan with highly-competitive company-matching contributions, holiday savings club, and more Work-Life Balance Vacation days & sick days Company-paid holidays & floating holidays A company mindset that prioritizes health, safety, and flexibility We are looking for individuals who want to make a difference where our customers live and work. Is that you? Want to hear Colleague feedback on what it's like to be on our team? Check us out on Glassdoor! Glassdoor - Rentokil North America Rentokil North America is a Drug-Free Workplace Rentokil North America is an equal opportunity employer with a commitment to equality in every aspect of employment. As we expand, we are focused on building a foundation of diverse talent and equality in all areas of our workforce. All qualified applicants receive equal consideration, regardless of race, gender, sexual orientation, religion, ethnicity, national origin, veteran status, or disability. Link to Federal employment poster: English Version - Revised November 2009 Spanish Version - Revised November 2009 Pay Transparency Nondiscrimination Provision English (Formatted) English (Unformatted) Spanish
We are Proudly an Equal Opportunity Employer! EOE AA M/F/Vet/Disability Link to Federal employment poster: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
We are Proudly an Equal Opportunity Employer! EOE AA M/F/Vet/Disability Link to Federal employment poster: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full or Part Time
Required Experience
7 years
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