Services Portfolio Manager - ITSM Professional Services Staines, United Kingdom ReqID:24590
DescriptionServices Portfolio Manager - ITSMLocation: Staines, UKThe CompanyWork matters. It's where we spend a third of our lives. And the workplace of the future is going to be a great place. We're dedicated to bringing that to life for people everywhere. That's why we put people at the heart of everything we do.People matter. Our people have a passion for learning, building, and innovating. Whether you're an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.The TeamThe Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers realize maximum business value from their investment in the ServiceNow platform.RoleThe ITSM Services Portfolio Manager is a key position within the Customer Outcomes organization, responsible as the subject matter expert developing ITSM ServiceNow leading practice assets supporting:Professional service engagements related to ITSM (process guides, presentations, value realization metrics etc.)Business Process Consultants, Technical Consultants and Eco-system on the ServiceNow ITSM portfolio.Supporting other business materials of the ITSM portfolioThis requires a highly focused and structured individual with vision who can instigate and drive change.What you get to do in this roleResponsible for the creation, deployment and maintenance of ServiceNow ITSM Leading Practices assets including process documents, workshop materials, stories, use cases, collaborating closely with colleagues across geographies.Support the development of the ITSM Services product portfolio through critical insight of industry trends and customer needs.Build Trust and Establish Thought Leadership through publication activities: Knowledge Articles, White Papers, Wiki, Community, Blogs, Templates, Capability Content, etc.Provide feedback into the Product Teams for Continual Improvement of Product Capabilities, Features and Interoperability in consideration of Customer Needs and RequirementsIdentifying areas of ITSM process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risksLiaise with ITSM BU product teams to ensure best practice collaboration and alignment, product roadmap input, and overall partnership in placeUnderstand future product release roadmap and its impact to field delivery approach, services offered and enablement needs of the delivery teamAssess impact of upcoming release to existing sales and delivery collateral, including updates to existing, creation of new and communication and enablement to delivery teams.Assist in strategic customer meetings providing deep subject matter expertise.Up to 20% travel annually.In order to be successful in this role, we need someone who has:Proven experience in defining and deploying 'to be' leading practice ITSM processes and in identifying solutions from a people, process and technology perspectiveStrong understanding and functional experience in ServiceNow ITSM capabilitiesSelf-starter, with a high degree of initiative with the ability to work independently, and in a team environmentSolid project management skills - the ability to meet or exceed deadlines and time lines, balance multiple priorities, and work under pressure are all necessaryExcellent communication skills (both written and verbal) with strong presentation and facilitation skillsAttention to detail and an eye for quality, along with the ability to grasp and translate technical capabilities into layman termsDemonstrated ability to influence and consult (providing options with pros, cons and risks)Minimum of 5+ years experience with leading ITSM toolsets such as ServiceNow, HP Service Desk, HP Service Manager, CA Service Desk, IBM TSRM/CCMDB and Remedy ARSMinimum of 5+ years of global process management experienceMinimum of 5+ years of Professional Services experience, ideally within a leading consultancy company.Proficient in process management competences.Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Microsoft Office suite)A degree or equivalent, preferably in Information TechnologyITIL V3 Foundation Certification required. ITIL Expert or Service Manager Certification preferred. Experience with other frameworks such as IT4IT, DevOps an advantage.BPM training/certification preferred Work Environment:We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. We provide competitive compensation, generous benefits, and a professional, yet relaxed atmosphere.ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or email@example.com for assistance.