As the Head of IT Service Management, you will lead a skilled team dedicated to maximizing the efficiency and functionality of the Service Now platform. You will drive process development and enhancements and work closely with cross-functional teams to meet strategic goals. Your role is crucial in identifying performance bottlenecks, deploying new features, and ensuring operational excellence within the IT service landscape. In our dynamic and innovative work environment, you will thrive as part of a multicultural team that embraces flexibility and encourages collaborative problem-solving. Your leadership will guide our efforts to streamline IT service processes, enhance user experience, and support data-driven outcome.

You have:

• Degree in Engineering, Computer Science, or related field

• 15+ years of experience in Telecom/IT with a strong understanding of the Service Now platform (Service Now Administrator/ Developer experience)

• 5+ years of leadership experience managing virtual teams in large organizations

• In depth knowledge of Service Now platform and features such as configuration of Business Rules, UI policies, ACLs, UI actions, Scripting (JavaScript, Glide API) for creating customizations and automations.

• In-depth knowledge of Service Now ITSM, CMDB, ITOM, and core modules

• Strong problem-solving, analytical, and troubleshooting skills

It would be nice if you also had:

• Experience as a Solution Architect in multi-technological environments

• Experience with Performance Analytics and Reporting in Service Now

• Service Now Certified System Administrator (CSA) and Certified Application Developer (CAD). ITIL V4 foundation/intermediate certification,

• Lead and optimize the Service Now Platform update process, ensuring seamless progression of enhancements and feature deployments.

• Oversee a dedicated IT Service Management team, fostering collaboration and driving innovation in service delivery.

• Analyze system performance, identifying and resolving bottlenecks to enhance user experience and operational efficiency.

• Manage incident resolution and support requests related to the Service Now platform, leveraging troubleshooting skills for swift resolutions.

• Lead configuration and customization of Service Now applications, implementing workflows that automate and improve processes.

• Coordinate integrations with third-party systems to ensure cohesive functionality across platforms.

• Champion ITIL best practices within the team, promoting a culture of continuous improvement and operational excellence.

• Engage with cross-functional stakeholders, communicating effectively to align IT services with business needs and strategies.