Senior Manager IT Service Management

Profile

Join us as we pursue our exciting new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. We are seeking IT Service Management Leadership to help us elevate further on this journey. Learn more about Splunk careers and how you can become a part of our journey!Role:Splunk IT is seeking a dynamic Senior Manager, IT Service Management (ITSM) to join our Global Service Management (GSM) organization. Along with your team members, you will establish and build out the Service Management Office (SMO), to create a compelling and consistent Service Management experience for the whole of Splunk globally.The Senior Manager, IT Service Management will focus on maturing ITSM practices within Splunk by developing a Service Management Architecture and Operating model for the SMO to drive best practice in everything we do. You will work with GSM Leadership, Federated IT leadership, ServiceNow Architects and Developers to align processes with tool functionality, and promote a culture of Continuous Service Improvement across ITSM within the Information Technology Solutions Team, and across Federated Technology Globally.Responsibilities:Develop the operating model for the SMOIn collaboration with Leadership and the SMO team, develop an effective Service Management architecture and strategy for each of the Service Management practice areas, ensuring that policies weigh velocity with compliance, and are reflected in the ServiceNow configuration and, that practices are sufficiently documentedBuild and deliver a Service Management transformation plan to deliver on the architecture and operating model of the SMO, ensuring that the plan works in harmony with ongoing programs within ITS such as the Agile TransformationEstablish operational objectives and work plans with the SMO teamCollaborate with the ServiceNow development team to drive the delivery implementation of the Service Management transformation plan.Working with the Organizational Change Management team to craft compelling communications and change plans to drive the introduction of industry best practices through Federated Technology and help IT leaders understand the value of leveraging a consistent and robust ITSM framework.Partnering with the Product Management team to demonstrate the value that the SMO delivers by leveraging robust data analytics and reporting.Developing and executing team OKRsApproving expenditures and operating within budget parameters given the scope of their team's responsibilities.Managing the delivery of new functionality from gathering requirements from service owners to implementation in line with industry best practice.Establish a coherent metrics framework using ServiceNow’s Performance Analytics capabilities focusing on automated, real-time dashboards based on defined measures, metrics and Key Performance Indicators (KPIs)Align the metrics framework with the ITS-wide “IT as a Business” metrics and reporting framework for Leadership and support teams.Create citizen communities where Splunkers throughout Federated Technology are empowered in the use of the tool to help themselves, through training, automation and the use of ServiceNow as a platform.Establish a strong interlock with the Global Service Desk, champion and support the ongoing move to Knowledge Centered SupportIdentify and execute opportunities to enhance the return on Splunk’s CMDB investment, especially in security and business operations use casesBuild engaging relationships with ITS executive leadership, demonstrating and evangelizing the value of the SMORequirements:Bachelor’s degree in the field of computer science, information systems, other related degree, or equivalent experienceITIL Certification - V4 Managing Professional or V3 ExpertDemonstrable knowledge of the ITSM framework (ITIL)Demonstrable knowledge of Agile framework and experience in measuring level of effort with enhancements, defects, and stories5 years of ServiceNow platform experience - including good working understanding of the Knowledge, Change, Incident, Problem, Hardware and Software Asset Management modules, 10 years delivering transformative service management programsExcellent written and spoken communication and interpersonal skills5 years management experience leading high performing teamsPreferred Qualifications / Experience:Master degree in Business Administration or equivalentITIL V4 Strategic Digital LeaderAgile Certification - Agile LeaderBusiness analysis skills to turn business requirements into technical scope / statement of work documentation for Development teamsKnowledge of CMDB and Common Service Data Model (CSDM) conceptsWhat We Offer You: Wow, I want that.A constant stream of new things for you to learn. We're always expanding into new areas, bringing in open source projects and contributing back, and exploring new technologies.A set of extraordinarily hardworking, innovative, open, fun and dedicated peers, all the way from engineering and QA to product management and customer support.Growth and mentorship. We believe in growing engineers through ownership and leadership opportunities. We also believe mentors help both sides of the equation.A stable, collaborative and supportive work environment.Are you ready for the next step in your career? Splunk has been in the Top 10 \Best Places to Work\ for ten years in a row, and we're only getting better!We value diversity, equity, and inclusion at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.For job positions in San Francisco, CA, and other locations where required, we will consider employment qualified applicants with arrest and conviction records.

Company info

Splunk, Inc.
Website : http://www.splunk.com