As an IT Service Operations Manager

What You’ll Do

• Oversee and lead the technical services and operations for the ServiceNow platform and about 24 other applications within the Global Customer Services applications portfolio
• Communicate information about Incidents & Problems, system patches/changes & Releases
• Manage, test annually, and execute disaster recovery/continuity of business plans
• Have a passion for driving the highest standards of service excellence and continuous improvement across operations, processes and technology, with a strong technical background in ServiceNow
• Provide coaching, mentoring, and training for how to best provide technical support
• Work with Level 3 groups to identify knowledge and solutions that can be driven by L1/L2 support
• Identify solutions that will remove roadblocks, simplify and optimize the team’s work, and collaborate with management to prioritize tasks
• Create an environment of collaboration within the teams allowing open dialogue and productive solutions for resolving conflicts and communicate organizational impediments to leadership

Who You’ll Work With

• Skilled information technology architecture, development, and support team members within our global IT organization who are also responsible for offshore and onshore staff.
• Key business stakeholders, process owners, and analysts within the Global Customer Service business unit will be key and critical business partners for this position.
• This role will report into the Teradata IT Department and interface with business partners, other application owners, and other onshore / offshore development teams.
• Network with key contacts and stakeholders internally and externally to drive process and efficiency in implementations.

What Makes You a Qualified Candidate

• 9+ years of experience in IT operations support, of which at least 5-6 years of ServiceNow support operations experience
• Proven people management skills for 10+ team size
• Possess a high level of technical expertise in ServiceNow and a deep understanding of IT operations
• Strong skills in metrics / SLA and reporting various other metrics via ServiceNow performance analytics
• Ability to organize, delegate, and leverage resources to accomplish objectives
• Experience of performing large amount data analysis
• Experience writing/guiding Standard Operating Procedures (SOPs) / Run Books
• Customer-focused mindset and customer service orientation
• Experience mentoring, coaching and training teams on production support in an enterprise scale IT environment
• BS/BA degree or equivalent experience
• ServiceNow Certified Systems Administrator (CSA) required

What You’ll Bring

• A track record of building and leading successful teams
• Exposure to Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred)
• Experience with Business Analytics, BI Tools, and KPI dashboarding
• Passion for analyzing problems, identifying root causes and potential solutions
• Experience with analytics, performance management, process improvement, cross-function collaboration and communications
• ITIL or ITSM certifications preferred
• Ability to work collaboratively with customers and all functional team members
• Strong oral and written communication skills with the ability to communicate technical information in non-technical language
• Flexible attitude and ability to interact with a diverse business user community and changing environment
• Ability to work with all levels of internal resources and external clients
• Operations & IT strategy experience
• Close attention to detail and accuracy
• Deadline driven and results-oriented