PSidel is seeking a Service Manager to lead our ServiceNow Development as part of the Global Service Delivery Management team. This pivotal role involves guiding the operational ITSM technologies, platforms, and technical roadmaps to enhance the IT service experience within our environment. /ph3Your Mission /h3pYou will lead a team responsible for developing, administering, and delivering essential ITSM functionality in ServiceNow. As a leader leveraging technology to refine processes and administer the ServiceNow platform, you will engage with stakeholders across the organization, including Project Managers, Customer Support and Program Managers, Directors, Functional Leads, DTT Leadership, and vendors. /ppstrongStrategic ITSM Leadership: /strong /pulliDevelop and implement strategies to promote the adoption of service management and operational best practices within DTT. /liliCollaborate with Application and Infrastructure leaders, as well as process owners, to define and deliver the ServiceNow Platform roadmap, enhancing capabilities to improve organizational efficiency. /liliConduct regular business and technical reviews with ServiceNow management leadership. /li /ulpstrongServiceNow Platform Management: /strong /pulliDeliver and optimize enhancements within the ServiceNow platform, including the implementation of resourcing and forecasting functionality to maximize efficiency. /liliContinuously assess and implement consistent technical solutions, managing a team of developers and administrators that develop and maintain ServiceNow instances. /liliEnsure ServiceNow platform is upgraded on a timely basis consistent with licensing and contractual requirements. /liliCollaborate and support integrations with external enterprise systems such as SAP, SharePoint, and other enterprise platforms leveraging third-party solutions, custom development, and integrations with other SaaS applications and technologies. /liliLead the team to develop, implement, and maintain core IT Service Management processes within ServiceNow, including but not limited to: Change, Incident, Problem, Request, CMDB, Discovery, and Service Catalog. /liliPartner with other Application and Infrastructure teams to continuously enhance CMDB, optimize application monitoring and alerting, and implement large, complex processes and workflows. /li /ulpstrongTeam Leadership and Management: /strong /pulliLead a technical team of direct reports and external partners to develop, administer, and deliver core ITSM functionality in ServiceNow. /liliBuild and maintain team resource allocation and capacity plans, while mentoring and developing team members. /liliEstablish and adhere to objectives, budgets, schedules, and work plans as required by the business unit. /liliMonitor team delivery and ensure processes are effective and efficient through continuous improvement. /li /ulh3Your Profile /h3ulliBachelor of Science in Computer Science or related technical field. /lili8-10+ years in Information Technology management. /lili5 years hands-on experience managing, implementing, and leading ServiceNow administrators or developers, delivering the platform to enterprise users. /liliStrong knowledge and practical experience in ITIL Framework managing delivery and ongoing operations of Service Management processes within ServiceNow. /liliExperience working with ServiceNow technology platforms and key related modules. /liliStrong understanding of Infrastructure and Applications technologies and platforms. /liliProven ability to manage and lead teams. /liliExcellent analytical and quantitative skills, logical and perceptive problem-solving, with a detail-oriented and solution-focused approach. /liliFamiliarity with data migration and integration tools and methodologies, APIs, and Web Services. /liliITIL and ServiceNow certifications are considered a plus but not required. /li /ul #J-18808-Ljbffr