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Veterans Preferred - Senior Manager, ITSM - Remote OK

Company: Splunk
Location: San Jose
Posted on: April 8, 2021

Job Description:

Military Veterans are Encouraged to Apply. Join us as we pursue our disruptive 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. Learn more about Splunk careers and how you can become a part of our journey! Role: We're looking for a highly motivated Senior Manager, ITSM to manage a team and champion the development of service management processes and the service management platform (ServiceNow). As Senior Manager, you will be responsible for defining and implementing a strategy to drive adoption of service management and operational standard methodologies relevant to all IT services including both cloud and on-premise offerings. You will define roadmaps for the ServiceNow platform that will demonstrate all capabilities to increase the value to our internal customers and stakeholders; including IT, HR, Facilities, Engineering, Security, and more. You will have an opportunity to create an environment that supports customer self-service and automation of routine service requests. You will develop and implement a strategy and roadmap for operational excellence in the application of ITSM services, procedures and tools. Responsibilities: Responsible for leading a team of technologists in the areas of software development, platform administration, service transformation, service management, metrics and reporting. Drive the maturity of Splunk IT's Service ownership across the organization. Develop a team and define roles and responsibilities. Provide direction and goal setting on strategy and operations. Successfully define the IT organization by implementing methodologies that support Service Management and overall Operations Service Delivery. Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes. Develop performance indicators, lead all aspects of the process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams. Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, reporting and through regular engagement with partners. Drive and measure customer satisfaction across all platform partners and users. Work with internal SNOW customers & other Incident Management teams across the business to ensure collaboration and coordinated strategy to meet service management goals and objectives. Ensure all service management processes enable service agility. Requirements: Bachelor's or Master's degree in Computer Science or related field AND a minimum of 5 years of relevant experience OR; equivalent combination of experience, training, and/or education. 5+ years experience in ITSM and/or Information Technology Experience driving the adoption of ITSM best practices Experience developing strategies and roadmaps for operational excellence Expert knowledge of ITIL framework and managing transformation and ongoing operations of Service Management processes. Working knowledge of ServiceNow and Splunk Working knowledge of change management methodology 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 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 for employment qualified applicants with arrest and conviction records. Thank you for your interest in Splunk!

Keywords: Splunk, San Jose , Veterans Preferred - Senior Manager, ITSM - Remote OK, Executive , San Jose, California

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