IT Service Management (ITSM) Manager

We are seeking a strategic and experienced ServiceNow IT Service Management Manager to lead the vision, strategy, and roadmap for our ServiceNow ITSM modules. This role is critical in ensuring that our ServiceNow platform effectively supports and enhances our IT service delivery processes, aligns with business objectives, and provides an optimal user experience. The Product Owner will act as the voice of the customer, collaborating closely with stakeholders, development teams, and other product owners to prioritize features, manage the product backlog, and drive continuous improvement within the ITSM domain.

You will be joining TechOps, who are responsible for all IT Infrastructure, Client Services, and Global & Site Operations across the enterprise. We leverage modern technologies to build for the future and empower Elanco employees to build amazing things.

Your Responsibilities:

• Define and articulate the product vision, strategy, and roadmap for ServiceNow ITSM modules (e.g., Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge Management).
• Lead IT Service Management operational team, providing operational processes for IT Support organisation to adhere to, including Incident & Major Incident Management, Problem, Change, Request, Knowledge Management and Service Catalog.
• Gather, analyze, and prioritize business requirements from various stakeholders, translating them into clear and actionable user stories and acceptance criteria.
• Own and manage the ServiceNow ITSM product backlog, ensuring it is groomed, prioritized, and aligned with strategic goals and release cycles.
• Collaborate closely with development teams, architects, and quality assurance to ensure successful delivery of features and enhancements.
• Act as the subject matter expert for ServiceNow ITSM, providing guidance and clarification to development teams and stakeholders.
• Facilitate communication and alignment between business stakeholders, IT operations, and the development team throughout the product lifecycle.
• Monitor and analyze product performance, user feedback, and market trends to identify opportunities for improvement and innovation.
• Ensure that all ServiceNow ITSM solutions adhere to ITIL best practices, company standards, and regulatory requirements.
• Lead user acceptance testing (UAT) and ensure that delivered solutions meet business needs and quality standards.
• Communicate product updates, release notes, and value propositions to stakeholders and end-users.
• Contribute to the overall ServiceNow platform strategy and governance, ensuring ITSM solutions integrate seamlessly with other modules.

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field, or equivalent practical experience.
• 8+ years of experience in IT Service Management, with at least 3 years in a Product Owner, Business Analyst, or leadership role focused on ITSM.
• Proven experience in defining product roadmaps, managing backlogs, and prioritizing features in an Agile environment.
• Deep understanding of ServiceNow ITSM modules and their interdependencies.
• The ability to influence and make decisions that will deliver impact.
• Exceptional communication, negotiation, and stakeholder management skills, with the ability to build strong relationships with internal and external customers and partners.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Ability to translate complex technical concepts into business-friendly language and vice-versa.

What will give you a competitive edge (preferred qualifications):

• ITIL v3 or v4 certification.
• ServiceNow Certified System Administrator (CSA) certification.
• Experience with ServiceNow Flow Designer, Service Portal, and reporting/dashboarding capabilities.
• Familiarity with other ServiceNow modules (e.g., ITOM, CSM, HRSD) and their integration points with ITSM.
• Experience working in a large, global enterprise environment.
• Knowledge of UX/UI principles for designing intuitive user experiences., * Technical: ServiceNow ITSM (Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge), ITIL Framework, Agile Methodologies, Product Road mapping, Backlog Management, Requirements Gathering, User Story Creation, Data Analysis, Reporting.
• Soft Skills: Strategic Thinking, Leadership, Stakeholder Management, Communication (written and verbal), Negotiation, Prioritization, Problem-solving, Analytical Thinking, Collaboration, Customer Focus, Visionary.

As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. At Elanco, we are driven by our vision of Food and Companionship Enriching Life and our purpose - all to Go Beyond for Animals, Customers, Society and Our People. At Elanco, we pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you'll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights. Making animals' lives better makes life better - join our team today!