Job Information
J&J Family of Companies PRODUCT GROUP MANAGER - ITSM in Karnataka, India
PRODUCT GROUP MANAGER - ITSM - 2407020347W
Description
Product Group Manager - ITSM
Primary Responsibilities:
Drive global technology operations strategy and process improvement opportunities in Kenvue Tech & Data.
Craft the ITSM vision and roadmap aligned to ServiceNow platform capabilities.
Design technology operations workflows with emphasis on automation; facilitate integration of ITSM and DevOps.
Partner with key stakeholders to understand their technology operations needs and bring those needs to life through well designed workflow on ServiceNow
Serve as a domain expert in ITSM for Kenvue and facilitate governance activities – e.g. quarterly CTO review, monthly product / service owner reviews, and forums business partner reviews
Establish metrics and measures to assess operational performance of Tech & Data organization, service / products, and ITSM functions.
Manage team of professionals responsible for global process ownership of Incident, Problem, Change, Knowledge and Service Request Management.
Partner with the selected vendor to deliver the Global Command Center function.
Act as an escalation point for major incident management and resolution during service disruption events
Act as an empowered decision-maker, prioritizing team’s work, removing roadblocks, and taking decisions where required.
Identify opportunities for operational efficiency and influence stakeholders to adopt recommendations
Provide leadership to direct reports and support to business stakeholders
Qualifications:
Education:
B.A / B.S degree is required, preferably in Science, Technology, Engineering or Math (STEM).
Experience and Skills:
Required:
8 years of progressive technology experience, including a breath of knowledge across infrastructure and application technologies (application, cloud, compute, network, storage, database, end-user compute, and security).
2 years of organizational leadership/people management experience.
Deep understanding and experience with the ServiceNow platform.
Demonstrated experience achieving ITSM outcomes in a diverse technology environment.
Solid understanding of ITIL and demonstrated experience in delivering service quality within an ITIL framework.
Proven experience delivering process improvement resulting in measured business value.
Demonstrated experience maximizing technology and automation to achieve ITSM outcomes.
Excellent written and verbal communication skills; ability to communicate effectively with all levels in the organization.
Experience working in a global organization and / or in an organization with sophisticated networks of collaborators and business partners.
Ability to coordinate and communicate across multidisciplinary/multicultural teams across countries and regions.
Preferred:
Experience working with AI capabilities to achieve ITSM outcomes.
Scaled Agile Framework (SAFe) certification.
Experience working in and leading Product, Agile and Scrum teams.
Experience working with data, analytics, and visualization tools (e.g. Performance Analytics, Tableau, PowerBI).
ITIL 4 certification or equivalent.
Qualifications
Qualifications:
Education:
B.A / B.S degree is required, preferably in Science, Technology, Engineering or Math (STEM).
Experience and Skills:
Required:
8 years of progressive technology experience, including a breath of knowledge across infrastructure and application technologies (application, cloud, compute, network, storage, database, end-user compute, and security).
2 years of organizational leadership/people management experience.
Deep understanding and experience with the ServiceNow platform.
Demonstrated experience achieving ITSM outcomes in a diverse technology environment.
Solid understanding of ITIL and demonstrated experience in delivering service quality within an ITIL framework.
Proven experience delivering process improvement resulting in measured business value.
Demonstrated experience maximizing technology and automation to achieve ITSM outcomes.
Excellent written and verbal communication skills; ability to communicate effectively with all levels in the organization.
Experience working in a global organization and / or in an organization with sophisticated networks of collaborators and business partners.
Ability to coordinate and communicate across multidisciplinary/multicultural teams across countries and regions.
Primary Location Asia Pacific-India-Karnataka-Bangalore
Job Function Operations (IT)
Req ID: 2407020347W
J&J Family of Companies
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