ServiceNow - Sr. Manager, IT Service Management Office (Remote)

#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We’re looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.

About the Role:

We are seeking a dynamic Senior Manager, IT SMO (Service Management Office) to join our organization. Along with your team members, you will be responsible for establishing and building out the SMO, to create a compelling and consistent IT Service Management experience for the whole of CrowdStrike globally.

The Senior Manager, IT SMO will focus on maturing ITSM practices within CrowdStrike by developing a Service Management architecture and operating model for the SMO to drive best practice in everything we do. You will work with IT Leadership, ServiceNow Architects and Developers to align processes with tool functionality, and promote a culture of Continuous Service Improvement across ITSM within the IT Team and across the enterprise.

What You’ll Do:

• Recruit, develop and manage a high performing team of Service Management professionals.

• Working with your Director, and the ServiceNow team: develop the operating model for the SMO, and build out a three year roadmap for ITSM and ServiceNow.

• Develop an effective Service Management strategy for each of the Service Management practice areas (Incident, Change, Problem, Knowledge, Request, Configuration and Asset Management, etc.) ensuring that policies drive compliance, yet, do not slow speed to market.

• Ensure processes are built on best practice and are reflected in the ServiceNow configuration of their respective modules.

• Ensure that practices are sufficiently documented, trained and communicated to the whole support organization.

• Build and deliver a Service Management transformation plan to deliver on the architecture and operating model strategy of the SMO.

• Collaborate with the ServiceNow development team to drive the delivery implementation of the Service Management transformation plan.

• Work with Organizational Change Management to craft compelling communications and change plans 

• Help evangelize the value of leveraging a consistent and robust ITSM framework to the whole organization.

• Demonstrate the value that the SMO delivers by leveraging robust data analytics and reporting in ServiceNow.

• Develop and execute team KPIs.

• Manage the delivery of new functionality by gathering requirements from service owners and driving implementation in line with industry best practice.

• Establish a strong relationship with the Service Management Development Team, ensuring that the SMO plays a collaborative and supportive role in the development lifecycle.

• Establish a strong relationship with the IT Service Desk and ensure ITSM helps them evolve their support organization in line with best practice.

• Other duties as assigned.
   

What You’ll Need:

• Bachelor’s degree in the field of computer science, information systems, other related degree, or equivalent experience (typically 12-14 years working in IT Service Management and / or with the ServiceNow platform).

• ITIL Certification - V4 Managing Professional or V3 Expert.

• Demonstrable knowledge of the ITSM framework (ITIL).

• Knowledge of CMDB and Common Service Data Model (CSDM) concepts.

• Demonstrable knowledge of Agile ways of working and experience in measuring level of effort with enhancements, defects, and stories.

• 5+ years of ServiceNow platform experience - including good working understanding of the Incident, Change, Problem, Configuration (CMDB), Hardware and Software Asset Management modules.

• 5+ years delivering transformative service management programs

• Excellent written and spoken communication and interpersonal skills

• 5+ years management experience leading high performing teams

• Demonstrated ability to influence executive leadership

• A drive for automation, efficiency, and the streamlining of processes and workflows to reduce friction, and drive consistent experiences

Bonus Points:

• ITIL V4 Strategic Digital Leader Qualification

• Agile Certification - Agile Leader

• Business analysis skills to turn business requirements into technical scope / statement of work documentation for Development teams.

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Benefits of Working at CrowdStrike:

• Remote-first culture

• Market leader in compensation and equity awards

• Competitive vacation and flexible working arrangements 

• Comprehensive and inclusive health benefits

• Physical and mental wellness programs

• Paid parental leave, including adoption 

• A variety of professional development and mentorship opportunities

• Offices with stocked kitchens when you need to fuel innovation and collaboration

CrowdStrike is proud to be an equal opportunity and affirmative action employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance.

Find out more about your rights as an applicant.

CrowdStrike participates in the E-Verify program.

Notice of E-Verify Participation

Right to Work

CrowdStrike, Inc. is committed to fair and equitable compensation practices. The base salary range for this position in the U.S. is $135,000 - $225,000 per year + variable/incentive compensation + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location.

Expected Close Date of Job Posting is:11-26-2024 Apply