JobDescription : Head of IT Service Management Process The Head of IT Service Management Process is responsible for the enterprise wide ITSM processes including Incident, Problem, Change and Request. They are responsible for ensuring we deliver the ITSM functions that scale across the business divisions. They will partner with IT division leaders to deliver best of breed functionality that permits efficient IT Service Management that also allows the collection of business intelligence to drive continuous improvement. The Head of ITSM Process will also directly manage a team of process owners for Incident, Problem and Change while retaining the Request discipline. They will be interacting with the IT Service Management Development team and Architect to drive improvements within ITSM. The person filling this role is expected to have had deep experience running the ITSM processes in a former role. Key Accountabilities:
Prioritize and manage the completion of stories for enhancements to the ITSM process
Establish and maintain template standards for the processes in order to allow unified reporting and business intelligence
Assess business requests for changes and improvements to the ITSM process and deliver improvement that maintain enterprise standards
Work with the Info Security team to ensure security standards are consistently adhered to within the ITSM Processes
Delivery and Ownership of a streamlines Service Catalogue
Provide day to day management of the ITSM process owners
8 years relevant experience in multiple ITSM processes
2 years of experience with the ServiceNow ITSM processes
Working in an Agile environment required
Experience operating in a highly matrixed environment and delivering among customers with competing goals
ITIL certification and/or experience operating in an ITIL environment
Experience with other IT Service Management tools highly desirable
Experience working with a CMDB highly desirable
Experience leading virtual teams
Strong organizational skills with a demonstrated ability to plan and prioritize workload
Bachelors degree required
About S&P Global At S&P Global, we don't give you intelligence-we give you essential intelligence. The essential intelligence you need to make decisions with conviction. We're the world's foremost provider of ratings, benchmarks and analytics in the global capital and commodity markets. Our divisions include:
S&P Global Ratings, which provides credit ratings, research and insights essential to driving growth and transparency.
S&P Global Market Intelligence, which provides insights into companies, markets and data so that business and financial decisions can be made with conviction.
S&P Dow Jones Indices, the world's largest resource for iconic and innovative indices, which helps investors pinpoint global opportunities.
S&P Global Platts, which equips customers to identify and seize opportunities in energy and commodities, stimulating business growth and market transparency.
Internal Number: 5567401
About S&P Global
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