itsm manager

Ameriprise Financial

<div>The Service and Incident Management Manager will lead the Ameriprise Incident Management Team with Critical/Major incident management being the primary responsibility. This resource will be working with multiple teams across business and technologies to manage incidents and run bridges with the primary objective of reducing MTRS of incidents.
<br>
Provide operational leadership and direction to technology operations team(s) including employees, contract personal and strategic vendor partners. Accountable for the availability and performance of applications and services and the seamless business consumption of them. Own production support, front-line management of incidents, small enhancements, and proactive/preventative testing and analysis (to include solution ideation, recommendation and implementation). Serve as escalation point and operational expert for issues, needs and operational requirements.<p></p><div><b>
Key Responsibilities</b><br>
Responsibilities<br>
<ul><li>Act with decisive confidence and exercise influence over a wide range of individuals at all levels of business and technical leadership</li><li>Ensure incidents are fully documented both during and after the incident, including gathering and recording the full incident timeline of events</li><li>Collaborate with multiple teams across business and technology to ensure processes are in compliance with guidelines</li><li>Produce documents that outline incident protocols such as how to handle cybersecurity threats</li></ul><br>
Production Support<br>
<ul><li>Prioritize incidents according to their urgency and impact to the business and escalate (technical and/or hierarchical) as needed</li><li>Engage team, partners and stakeholders appropriately to ensure full collaboration, multiple viewpoints and full transparency</li><li>Maintain a professional demeanor and attitude while being assertive when leading an incident investigation</li><li>Apply technical acumen to ask the right questions, collect the responses, set actions based on information, and to follow-up with probing questions if the response does not fit the situation</li><li>Establish and manage goals, reporting needs, key performance indicators / early indicators and dashboards for measurement of operation success</li><li>Ensure operational readiness thru effective handoff of technologies and services into production</li><li>Develop and/or oversee development of configurations, monitoring procedures and break/fix documentation</li><li>Collaborate on system health evaluations to address performance issues and establish action plans</li><li>Drive proliferation of existing technology investments and capabilities to enable business efficiencies</li><li>Escalation point with vendors or users on current product capabilities and enhancement requests</li><li>Escalation contact for assigned incident &amp; problem workgroups.</li><li>Monitor and perform routine performance/service-level audits to ensure optimal utilization.</li><li>Accountable for scheduled and unscheduled operational maintenance tasks.</li><li>Ensure escalation processes in place and utilized.</li><li>Collaborate with technical teams, business partners, and vendors to advocate for assigned services/technologies, ensuring stable operations/production environment.</li><li>Coordinate efforts of support teams (internal and/or vendor) to drive service restoration targets.</li><li>Liaise with technology teams to develop corrective action or workarounds to resolve incidents</li></ul><br>
Leadership<br>
<ul><li>Provide oversight and leadership to technology operations team</li><li>Delegate and prioritize work to ensure effective execution of team/function deliverables</li><li>Ensure knowledge transfer and cross-training of team to effectively support the business</li><li>Develop and maintain a high-performing team through effective hiring, vendor partner management, coaching and performance management</li><li>Develop, manage and champion policies and standards.</li></ul><br>
Operational Requirements<br>
<ul><li>Provide insight into operational requirements / needs and funding conversations.</li><li>Participate in the annual budget and project planning process.</li><li>Review and approve vendor/supplier invoices, as applicable, to ensure services provided/business activity translates accurately to spend.</li><li>Work with finance and business management teams to manage overall operational finance plan for voice &amp; contact center technologies.</li><li>Manage all business as usual changes work requests thru Service Catalog, critique volumes and trends on an ongoing basis. Respond to escalations and SLA misses</li><li>Maintain Online knowledge cases for both users and technical support personal</li></ul><br>
Vendor &amp; Service Level Management<br>
<ul><li>Primary day-to-day liaison with suppliers and vendors for assigned portfolio(s) of applications/services.</li></ul><br>
<b>
Required Qualifications</b><br>
<ul><li>Bachelor's degree in Computer Science or similar field; or equivalent work experience.</li><li>10 to 18 years of relevant experience required.</li><li>Understanding of ITIL - Change, Incident, Problem, Knowledge Management</li><li>Strong analytic skills including ability to identify patterns and potential issues</li><li>Situation management and decision-making skills</li><li>Exceptional written and verbal communication skills.</li><li>Ability to multi-task and remain calm in critical situations</li><li>Detail oriented</li></ul><br>
<br>
<b>Preferred Qualifications</b><br>
<ul><li>Certifications preferred: ITIL Foundation Certification</li><li>Previous experience in a Critical/Major Incident Management role</li><li>Experience working with the following tools: MS Office, ServiceNow, Power BI, JIRA, Confluence</li><li>Experience with event correlation and interpretation, utilizing various monitoring tools (Dynatrace, SumoLogic)</li><li>Solid understanding of business functional areas, systems, and capabilities</li><li>Solid understanding of basic infrastructure design and operation</li><li>Experience supporting applications within the Financial Services industry (e.g. broker-dealer, asset management, insurance, etc.).</li></ul></div><p></p><p><b><br>
About Our Company</b><br>
Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 125 years. We are a U.S. based financial planning company headquartered in Minneapolis with a global presence. The firm&rsquo;s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. You&rsquo;ll also have plenty of opportunities to make your mark at the office and a difference in your community. So if you're talented, driven and want to work for a strong ethical company that cares, take the next step and create a career at Ameriprise India LLP.</p><p></p><p>
Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.</p><p></p><div><div><div><div><div><div><div><p><b>
Full-Time/Part-Time</b></p></div></div></div></div></div></div></div>
Full time<p></p><div><div><div><div><div><div><div><p><b>
Timings</b></p></div></div></div></div></div></div></div>
(2:00p-10:30p)<p></p><div><div><div><div><div><div><div><p><b>
India Business Unit</b></p></div></div></div></div></div></div></div>
AWMPO AWMP&amp;S President's Office<p></p><div><div><div><div><div><div><div><p><b>
Job Family Group</b></p></div></div></div></div></div></div></div>
Technology</div>

ITSM Manager

<div><p><b>Line of Service
</b></p>Advisory
<p></p><p><b>Industry/Sector
</b></p>Technology
<p></p><p><b>Specialism
</b></p>Advisory - Other
<p></p><p><b>Management Level
</b></p>Manager
<p></p><p><b>Job Description &amp; Summary
</b></p>Lead the design, implementation, and optimization of the SaaS ITSM platform using ManageEngine ServiceDesk Plus Cloud, ensuring alignment with IT governance and ITIL best practices. Own integrations, automation, reporting, and adoption across ITSM and ITAM domains.
<p></p><div><p><b>Key Responsibilities
</b></p></div><div><ul><li>Architect and implement ServiceDesk Plus Cloud (Enterprise), including Service Catalog, Incident, Request, Change, Problem, Release, and SLA frameworks.
</li></ul></div><div><ul><li>Design CMDB and Asset Management; integrate Endpoint Central Cloud for discovery, patching, and software license management when required.
</li></ul></div><div><ul><li>Build no-code/low-code workflows, approvals, automations, and orchestration runbooks (onboarding/offboarding, access, common IT tasks).
</li></ul></div><div><ul><li>Enable AI capabilities (Zia) for virtual agent, auto-classification, solution suggestions, and knowledge surfacing.
</li></ul></div><div><ul><li>Integrate with Entra ID for SSO and user provisioning; connect Microsoft 365, Teams, Outlook; leverage SCIM/Graph where applicable.
</li></ul></div><div><ul><li>Implement monitoring integrations (OpManager/Site24x7 or third-party via REST APIs/webhooks/email) for alert-to-ticket workflows.
</li></ul></div><div><ul><li>Establish dashboards and reporting; deploy Analytics Plus for advanced KPIs, SLA trends, and executive views.
</li></ul></div><div><ul><li>Lead data migration, environment setup, and configuration management; manage sandbox/UAT and production promotion.
</li></ul></div><div><ul><li>Produce documentation, admin/playbooks, and end-user guides; deliver training and enablement.
</li></ul></div><div>Govern platform security, roles, compliance, and audit; drive continuous improvement and roadmap.<br>
<ul><li>
</li></ul></div><p></p><div><p><b>Qualifications
</b></p></div><div><ul><li>7+ years in ITSM/IT Operations; 3+ years hands-on with ManageEngine ServiceDesk Plus (Cloud/Enterprise) and related stack (Endpoint Central, Analytics Plus, OpManager/Site24x7).
</li></ul></div><div><ul><li>Strong ITIL v4 knowledge; certifications preferred.
</li></ul></div><div><ul><li>Proven experience designing Service Catalogs, SLAs, change workflows/CAB, problem RCA, CMDB modeling, and asset lifecycle.
</li></ul></div><div><ul><li>Integration expertise with Entra ID/M365 (SAML/OIDC, SCIM), Teams/Outlook add-ins, and monitoring tools; solid REST API/webhook skills.
</li></ul></div><div><ul><li>Scripting/automation proficiency (PowerShell, Python) and familiarity with MS Graph; SQL/reporting experience.
</li></ul></div><div><ul><li>Excellent stakeholder management, communication, and documentation skills; successful delivery of enterprise-scale implementations.
</li></ul></div><p></p><p><b>Education </b><i>(if blank, degree and/or field of study not specified)
</i></p>Degrees/Field of Study required:
<p></p>Degrees/Field of Study preferred:
<p></p><p><b>Certifications </b><i>(if blank, certifications not specified)
</i></p><p></p><p><b>Required Skills
</b></p><p></p><p><b>Optional Skills
</b></p>Accepting Feedback, Accepting Feedback, Active Listening, Amazon Web Services (AWS), Analytical Thinking, Architectural Engineering, Brainstorm Facilitation, Business Impact Analysis (BIA), Business Process Modeling, Business Requirements Analysis, Business Systems, Business Value Analysis, Cloud Strategy, Coaching and Feedback, Communication, Competitive Advantage, Competitive Analysis, Conducting Research, Creativity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture, Enterprise Integration, Evidence-Based Practice (EBP) {+ 46 more}
<p></p><p><b>Desired Languages </b><i>(If blank, desired languages not specified)
</i></p><p></p><p><b>Travel Requirements
</b></p>Not Specified
<p></p><p><b>Available for Work Visa Sponsorship?
</b></p>No
<p></p><p><b>Government Clearance Required?
</b></p>No
<p></p><p><b>Job Posting End Date</b></p></div><p></p>

ETIC, ITSM Architect (ManageEngine)- Manager

Amadeus

<div><div><div><div><div><div><div><div><p><b>Job Title</b></p></div></div></div></div></div></div></div>
Manager, Engineering<h2 class="jobSectionHeader"><b>
People Manager &ndash; ITSM (IT Service Management)</b></h2><p>
We are seeking an experienced People Manager with a collaborative leadership style to guide our ITSM team. This role focuses on ServiceNow platform implementation and operations, supporting process improvement and stakeholder engagement to deliver IT service management initiatives aligned with business goals.</p><p></p><h2 class="jobSectionHeader"><b>
Your main responsibilities</b></h2><ul><li><p>
Guide, support, and manage a team of ITSM professionals including analysts, developers, and administrators; conduct regular check-ins and career development planning.</p></li><li><p>
Oversee ITSM processes such as Incident, Problem, Change, Request, Configuration Management Database (CMDB), and Knowledge Management, supporting alignment with ITIL practices.</p></li><li><p>
Coordinate the design, configuration, and maintenance of the ServiceNow platform, ensuring it effectively supports ITSM processes and reporting needs.</p></li><li><p>
Support compliance with IT policies, security standards, and regulatory requirements; monitor key performance indicators (KPIs) and service level agreements (SLAs).</p></li><li><p>
Serve as a contact for resolving ITSM concerns and collaborate with business units, technical teams, and leadership to explain technical topics in accessible language.</p></li></ul><p></p><h2 class="jobSectionHeader"><b>
About the ideal candidate</b></h2><ul><li><p>
8+ years of experience in ITSM, including 2&ndash;3 years in a team leadership role.</p></li><li><p>
Experience with ServiceNow platform implementation, configuration, and administration.</p></li><li><p>
Understanding of the ITIL framework and its practical application.</p></li><li><p>
Experience managing and developing effective technical teams.</p></li><li><p>
Effective communication, interpersonal, and organizational skills; experience working with cross-functional teams in large-scale environments.</p></li></ul><p></p><h2 class="jobSectionHeader"><b>
Preferred Qualifications</b></h2><ul><li><p>
ITIL Foundation or higher certification.</p></li><li><p>
ServiceNow System Administrator or other relevant certifications.</p></li><li><p>
Experience leading ServiceNow implementation or upgrade projects.</p></li><li><p>
Familiarity with Agile and DevOps (Development and Operations) methodologies.</p></li><li><p>
Experience with reporting tools and dashboards such as Performance Analytics in ServiceNow.</p></li></ul><h2 class="jobSectionHeader"><b>
What we can offer you</b></h2><ul><li><p>
 A critical mission and purpose - At Amadeus, you will power the future of travel with a critical mission and extraordinary purpose.</p></li><li><p>
 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.</p></li><li><p>
 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions.</p></li><li><p>
 A caring environment &ndash; Amadeus fosters a caring environment that supports both professional growth and personal well-being.</p></li><li><p>
 A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.</p></li><li><p>
 A diverse, equitable, and inclusive community &ndash; We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.</p></li><li><p>
 A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.</p></li></ul><p></p><p><b>
Diversity &amp; Inclusion</b></p><p></p><div><p>
Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.</p></div><p></p><div><p>
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.</p></div></div><p></p>

Manager, Engineering

BlackStone eIT

<p>You will leverage your knowledge of ITIL practices to enhance service efficiencies, manage service requests, and drive continuous service improvement initiatives. Collaboration will be key as you work alongside various IT teams to identify and implement best practices that enhance the overall service experience.</p> <p><strong>Key Responsibilities</strong></p> <ul> <li>Implement, manage, and optimize ITSM processes including incident, problem, change, and service request management.</li> <li>Collaborate with IT teams to ensure smooth integration of IT services aligned with business objectives.</li> <li>Analyze service performance metrics to identify trends and areas for improvement.</li> <li>Provide training and support for IT staff and stakeholders on ITSM tools and best practices.</li> <li>Document and maintain ITSM processes, workflows, and policies.</li> <li>Contribute to the development of an ITSM strategy to enhance service delivery across the organization.</li> </ul>

ITSM Engineer

Majid Al Futtaim

<p><strong>Key Responsibilities</strong></p>
<ul>
<li>Design, implement, and maintain robust IT service management frameworks in line with ITIL or similar industry standards.</li>
<li>Oversee key ITSM processes such as incident, problem, change, and release management to ensure operational continuity.</li>
<li>Lead the Continuous Service Improvement (CSI) function by identifying and executing improvement initiatives across IT operations.</li>
<li>Develop and track KPIs to measure service performance, prepare reports, and deliver insights for data-driven decision-making.</li>
<li>Collaborate with cross-functional teams to align IT services with business objectives and ensure customer satisfaction.</li>
<li>Act as a senior escalation point for high-impact incidents, ensuring timely communication, root cause analysis, and resolution.</li>
<li>Manage and mentor the ITSM and CSI team, promoting best practices, accountability, and a proactive service culture.</li>
<li>Conduct governance reviews, maintain documentation, and ensure adherence to compliance standards.</li>
<li>Work closely with DevOps and infrastructure teams to align service delivery with agile and automation principles.</li>
<li>Continuously assess ITSM tools, recommending improvements or new solutions to enhance efficiency and transparency.</li>
</ul>

Lead Service Management & Continuous Service Improvement

Member Driven Technologies

<div><p><b>COMPENSATION</b></p><p>
</p><p><b>$90,000 - $110,000 </b>(Based on Professional Experience)</p><p>
</p><p><b>POSITION LOCATION</b></p><p>
</p><p>This position is eligible for a hybrid work arrangement. Currently 5 days of on-site work per month are required.
</p><p></p><p><b>POSITION PURPOSE</b></p><p>
</p><div><p>The Manager, Service Support &amp; Operations leads MDT&rsquo;s Service Support Center (Tier I) and Service Operations teams, providing day-to-day leadership and operational oversight across core IT Service Management (ITSM) disciplines. This role oversees 24&times;7 client coverage (internal and external), ensuring timely response, resolution, and communication for incidents and requests, while proactively monitoring services and driving continuous improvement through metrics and governance. The manager is accountable for Incident, Problem, Request, Knowledge, Service Level, Release &amp; Deployment, and Monitoring/Observability IT Service management practices, and coordinates infrastructure patching and release activities with MDT and client stakeholders. This position is the operational engine behind MDT&rsquo;s strategic drivers, stabilizing operations, improving customer experience, and elevating service reliability and quality.</p><p>
</p></div><p></p><p><b>DUTIES &amp; RESPONSIBILITIES
</b></p><p></p><ul><li>Structure and lead day-to-day operations for two functions at MDT: Service Support Center (Tier I) and Service Operations (24x7 Operations Support).</li><li>
Develop hiring plans, coach staff, conduct 1 on 1s with staff</li><li>
Plan and coordinate 24x7 coverage to support operational schedules, on-call rotations, and patching coordination with the release calendar.</li><li>
Manage team capacity, workload to meet SLA times and MDT Service Level Objectives.
</li><li>Build a service-centric culture focusing on humanizing IT experience and support.
</li><li>Develop and support a Major Incident Response plan to designate Major Incident Managers, to coordinate collaborative calls, and coordinate incident response.
</li><li>Enforce triage and escalation playbooks to resolve incidents quickly and restore service.
</li><li>Maintain on-call readiness and after-hours leadership coverage for escalation paths.
</li><li>Run postmortem calls, and lessons learned conversations to document outage root cause.
</li><li>Identify and track post-incident solutions and track corrective actions and remedies to avoid repeat issues in the enterprise.
</li><li>Identify focus areas to reduce incident frequency and work with Tier II stakeholders to eliminate issues and identify operational changes to increase system availability.
</li><li>Conduct monthly incident review calls to identify root cause issues, seek problem management strategies to identify outage causes and reduce MTTR/MTTA for incidents. =</li><li>
Define SLAs for team adherence to meeting service objectives for MDT.
</li><li>Update IT Service Management operational policies, and workflows to keep processes current and auditable.
</li><li>Practice and preach good knowledge Management hygiene practices to keep Knowledgebase up to date and relevant for internal use.</li><li>
Ensure proper ticket categorization, SLA levels, proper use of notes (internal and external notes) in Zendesk to ensure proper routing and communication.
</li><li>Implement and operate a Knowledge-Center Service/Support program to create, maintain, and reuse knowledge in the Service desk.
</li><li>Run continuous improvement discussions (Operational Plan Review, Trend Analysis, Problem/Incident Management Post-Mortems) to develop team responses and keep information current.
</li><li>Work with technical/analytics teams to create dashboards and tune monitoring alerts to track meaningful, and actionable responses.
</li><li>Orchestrate incident/major incident triage, escalation, and ensure proper parties are involved to resolve issues where possible.
</li><li>Explore automated remediation for common/known issues where possible.
</li><li>Maintain runbooks/operations plans for responses to service level indicators and assist technical teams in tuning out alert noise/false positive alerts.
</li><li>Own/Accountable for the change/release calendar at MDT including infrastructure maintenance windows, and holiday freeze windows.
</li><li>Conduct patch/release compliance reviews, including ensuring that technical teams are patching OS systems appropriately.
</li><li>Measure change success rate, and unplanned impact from change/maintenance windows.
</li><li>Publish customer-facing maintenance updates and internal coordination updates.
</li><li>Create and manage reports on Mean Time To Acknowledgement(MTTA), Mean Time To Repair (MTTR), SLA Attainment, CSAT, ticket hygiene, and alert notifications.
</li><li>Produce monthly Executive Summaries with trends and actions relating to Incident, Problem, and KPIs associated with tracking Service Level Objectives.
</li><li>Track financial impact of ticket cost, utilization, and efficiency for staffing workloads.
</li><li>Align Service Operations and Support Objectives to MDT&rsquo;s key drivers.
</li><li>Partner with Enterprise Architecture, Infrastructure &amp; Engineering, Client Solutions, Platform Solutions, Security, and Compliance to meet expectations of Service Objectives and operations.
</li><li>Manage SLAs and Escalations, e.g. paging, monitoring, communication, for vendors and internal teams.
</li><li>Provide insight to Director of Service Operations to develop a roadmap for tooling and growth in Service Operations and Support.
</li><li>Standardize communications for incidents, requests, problems, and maintenance.
</li><li>Focuses on continually staying informed of industry changes, and trends in ITSM.
</li><li>Ensure that all area activities are conducted safely.</li><li>
Oversees special projects as requested.</li><li>
Ensures that all office areas are clean, secure, and well maintained.</li><li>
Promotes goodwill and conveys a positive image of the company.</li></ul><p>
</p><p></p><p><b>EDUCATION &amp; EXPERIENCE REQUIREMENTS</b></p><p>
</p><ul><li>Bachelor&rsquo;s degree or equivalent combined experience in Information Systems, Computer Science, Engineering, or related field.</li><li>
ITIL 4 Foundation or similar certification/experience required. Advanced ITIL Certifications preferred.</li><li>
Three or more (3+) years of experience in IT Service Management practices specifically Incident, Problem, Change, Request, Release &amp; Deployment, Knowledge (KCS), Service Level, and Service Catalogue Management.</li><li>
Three or more (3+) years of experience managing teams in a fast paced, service desk environment.
</li><li>Two or more years of experience supporting 24x7 monitoring and response teams.</li><li>
Experience with Incident response, particularly Major Incident Management Response and Problem Management.
</li><li>Experience managing release lifecycles, and publishing with change management lifecycle and release management.
</li><li>Experience working with community Financial Institutions or FinTech support community financial institutions preferred.
</li><li>Experience with tooling Service Management tooling specifically for ITSM (Zendesk), Paging (iPlum/Incident.IO/XMatters), monitoring/observability (Splunk/SolarWinds/Datadog), and communications (MS Teams, StatusPage) preferred.</li></ul><p>
</p><p><b>REQUIRED KNOWLEDGE</b></p><ul><li>
IT Service Management experience including Asset, Configuration (CMDB), Incident, Request, Problem, Service Level, Service Catalogue, Change, Release and Deployment, Knowledge Management activities.</li><li>
Service Desk &amp; 24x7 operations workflows: system performance monitoring, alert tuning, runbook creation/maintenance, on-call coordination, MTTR/Availability, incident management response.</li><li>
Continuous Improvement practices and automation (ITIL, Agile, or Lean Sigma Six practices)
</li></ul><p></p><p><b>WORKING CONDITIONS</b></p><p>
</p><p><b>Special</b></p><ul><li>
Occasional overnight travel for training, conferences, and to client sites required.</li><li>
On-call responsibilities, available 24/7 via phone or pager.</li><li>
No hazardous or significantly unpleasant conditions (such as in a typical office).</li><li>
Additional hours, including Saturday/Sunday support, as required.</li><li>
Long duration of computer workstation usage.</li></ul><p>
</p><p></p><p><b>INTENT AND FUNCTION OF JOB DESCRIPTIONS</b></p><p><i>
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.
</i></p><p></p><p><i>All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
</i></p><p></p><p><i>In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.</i></p></div>

Manager, Service Support & Operations

AstraZeneca

<div><h2 class="jobSectionHeader"><b>Job Title: Lead Consultant - Enterprise Platform Systems (Moveworks/ServiceNow)</b></h2><h2 class="jobSectionHeader"><b>
Career Level: E</b></h2><p></p><h2 class="jobSectionHeader"><b>
Introduction to role:</b></h2><p>
Are you ready to lead the charge in redefining employee experiences through ground breaking technology? As the myAZ Agentic Platform Systems Admin and Technical Services Lead, you'll coordinate the strategic management, operation, and continuous improvement of the myAZ Agentic AI platform. Your mission is to ensure the platform's services align with business needs, delivering high-quality employee engagement while maintaining reliability, scalability, security, and compliance. Collaborate with AstraZeneca business customers and integrated systems owners to prioritize technical changes and minimize service disruptions. You'll be at the forefront of innovation, guiding AstraZeneca to achieve desired outcomes through proactive collaboration and strategic leadership.</p><p></p><h2 class="jobSectionHeader"><b>
Accountabilities</b><b>:</b></h2><ul><li><p><b>
Platform Leadership &amp; Strategy</b>: Define, design, and build the myAZ Enterprise Platform service to address employee experience challenges.</p></li><li><p><b>
Service Management &amp; Governance</b>: Manage service level objectives and enforce compliance with industry standards.</p></li><li><p><b>
Technical Operations &amp; Administration</b>: Administer the MYAZ Platform and manage day-to-day operations.</p></li><li><p><b>
Release Management &amp; Change Control</b>: Lead release management and oversee change management processes.</p></li><li><p><b>
Team Leadership &amp; Development</b>: Foster a collaborative environment and identify training opportunities.</p></li><li><p><b>
Demand Management &amp; Capacity Planning</b>: Forecast demand and plan capacity for MYAZ services.</p></li><li><p><b>
Innovation &amp; Continuous Improvement</b>: Drive innovation by adopting emerging technologies.</p></li></ul><p></p><h2 class="jobSectionHeader"><b>
Essential Skills/Experience</b><b>:</b></h2><ul><li><p>
Bachelor's degree in Computer Science, Information Technology, Business Administration, Mathematics, Statistics, or a related field, or equivalent experience</p></li><li><p>
10+ years of experience in IT service management, platform management, or a related role</p></li><li><p>
Demonstrable experience in the delivery of large-scale technology transformation projects</p></li><li><p>
Solid understanding and experience deploying and managing technical services across a complex global enterprise</p></li><li><p>
Demonstrable understanding of Generative AI/Machine Learning capabilities, Large Language Models, and use cases for enhancing Employee Experience and ingesting corporate knowledge</p></li><li><p>
Experience with Agentic AI, MCP (Multi-Channel Publishing), A2A (Application-to-Application), RAG (Retrieval-Augmented Generation), n8n, LangChain, and Make</p></li><li><p>
Demonstrable experience in managing technical platforms and delivering high-quality IT services</p></li><li><p>
Experience providing ITSM in a large enterprise, including service elements, performance measures, demand management, and customer relationship management</p></li><li><p>
Demonstrable experience managing change and incidents for a system or platform using ServiceNow</p></li><li><p>
In-depth understanding of knowledge management principles, article indexing techniques, and data governance practices</p></li><li><p>
Familiarity with IT service management (ITSM) and ITIL processes</p></li><li><p>
Certified ITIL v4 Foundation or higher certifications</p></li><li><p>
Experience in administering user access using Microsoft Active Directory/Entra ID</p></li><li><p>
Understanding of Scrum (Agile) and development practices</p></li><li><p>
Strong problem-solving skills with in-depth experience of incident management</p></li><li><p>
Demonstrated ability to work in a fast-paced, meaningful, varied environment experienced in managing system releases and change management</p></li><li><p>
Excellent project management skills with the ability to manage multiple projects simultaneously</p></li><li><p>
Demonstrable people and process management skills</p></li><li><p>
Proficient in communicating with and managing key business and technical customers</p></li></ul><p></p><h2 class="jobSectionHeader"><b>
Desirable Skills/Experience:</b></h2><ul><li><p>
Advanced degree or equivalent experience in Computer Science, Information Technology, Business Administration, Mathematics, Statistics, or a related field</p></li><li><p>
Experience in the pharmaceutical industry or related regulated fields</p></li><li><p>
Good understanding of AI/ML Governance, Ethics, and Management</p></li><li><p>
Training and understanding of Generative AI/ML Deep Learning Models providing technical context to Copilot potential issues</p></li><li><p>
Understanding of knowledge management practices and their importance to a global organisation</p></li><li><p>
Relevant foundation certifications in Moveworks, ServiceNow ITSM, or related areas</p></li><li><p>
ITIL v4 Service Management Certification</p></li><li><p>
PMI Project Management Professional (PMP) Certification</p></li><li><p>
Experience in Lean &amp; Agile Ways of Working</p></li><li><p>
Good storytelling capability and presentation skills</p></li><li><p>
Strong stakeholder management and communication abilities</p></li><li><p>
Change management and transformation leadership experience</p></li></ul><p></p><p>
When we put unexpected teams in the same room, we ignite bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.</p><p></p><p>
At AstraZeneca, you'll be part of a dynamic environment where innovation thrives. Our work directly impacts patients by transforming our ability to develop life-changing medicines. We empower our business to perform at its peak by combining ground breaking science with leading digital technology platforms. With a passion for data analytics, AI, machine learning, and more, you'll have the opportunity to disrupt an industry and change lives. Join us at this crucial stage of our journey as we become a digital and data-led enterprise. Here you can innovate, take ownership, and explore new solutions with unrivaled freedom.</p><p></p><p>
Ready to make an impact? <b><i>Apply now to join our team!</i></b></p></div>

Lead Consultant - Enterprise Platform Systems (Moveworks/ServiceNow)

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