Senior Manager

Digital Health Technology team powers digital experiences and engagement to enhance the lives of millions of people every day through connected care. We build, deliver and manage a portfolio of data management platforms and mobile offerings in support of our core businesses. We thrive on simple and elegant architecture and agility. You’ll be immersed in a dynamic high-growth environment and empowered to excel, take informed risks, and drive ingenuity across the enterprise.

Our User Technology Experience Team is a connected and collaborative global team who, through accountability and strong sense of ownership, actively shepherd customer issues to completion. We have a bias for automation and system intelligence to solve issues for us, shrinking service toil and freeing up time to focus on value add work.​ We remain ready and responsive to the individual needs of our users. We are curious learners prepared to empower, enable and solve for our customers at the highest level of service.​

Using your experience and expertise with ITIL practices, ITSM Product Manager will be instrumental in defining the strategic direction of our IT Service Management program.  Focus on scale and modernization for the Corporate Infrastructure and Services Team, ensuring seamless delivery of IT services across Global Technology Services organization  

Let’s Talk Responsibilities:

• Work with business stakeholders and technology partners to transform and evolve next level IT service management practices such as Incident, Request, Problem, Change, Release, Asset, Configuration, Service Desk and CMDB.
• Oversee the tactical and strategic direction for BMC Helix platform to maximize investment and drive organizational efficiencies
• Lead initiatives to improve and modernize ITSM Processes.  Ensure adherence to ITIL best practice and industry standards
• Lead ITSM governance to drive the transformational program work, and mature the practices.
• Advocate for user experience and ensure IT services are user- friendly and meet user expectations.  Incorporate a customer-first approach in all ITSM initiatives, focusing on delivering high-quality service and support
• Lead and mentor a global team of technical experts, fostering a culture of collaboration, innovation, and continuous improvement.

Let’s talk qualifications:

ITIL Expertise:

• In-depth knowledge of ITIL frameworks and best practices. Certification in ITIL v3 or v4 is highly desirable.

Leadership and Management:

• Strong leadership skills with the ability to inspire and guide a team.
• Experience in managing ITSM teams and driving performance.

Change Management:

• Experience in managing change within an organization.
• Ability to lead and manage change initiatives effectively.

Communication and Interpersonal Skills:

• Excellent communication skills, both written and verbal.
• Ability to work effectively with stakeholders at all levels.

Analytical and Problem-Solving Skills:

• Strong analytical skills to assess data and drive decisions.
• Ability to quickly identify and resolve issues.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.