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Valvoline Global
Sr Manager ITSM Servicenow
Posted 1 months ago
Full-time •Kentucky
Why Valvoline Global Operations?
Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil.
As an affiliate of Aramco, one of the world's largest integrated energy and chemicals companies, we continue to invest strategically and expand globally, driving unparalleled product innovation and sustainable business solutions.
Our corporate values of care, integrity, passion, and excellence shape everything we do. Living out our values is what makes our company, our employees, our partners, our customers, and the communities we serve great.
When you join Valvoline Global, you join a culture that is committed to treating all people with care, operating with integrity, striving for excellence in everything we do, and showing passion for delivering on our commitments.
Careers for the Driven
Valvoline has a rewarding opportunity as a Senior Manager, ITSM (ServiceNow). We whole-heartedly adopt a ‘never idle' mindset. We also know that outstanding service begins and ends with our employees. So, we’re looking for good people to join our team. You bring your skills, talents, and drive. We will give you a great place to work, a competitive salary and benefits, and the resources and support to develop and advance within our global company.
The ITSM - Senior Manager (ServiceNow) is responsible for the end-to-end management of IT incidents and problems. This role is strategic in nature and includes ownership of CMDB, ITIL Incident Management and Problem Management processes. This role will manage team through escalation process, systems outage management, and incident/problem management, root-cause-analysis and continuous improvement.
How You’ll Make an Impact
Leads and manages a global diverse team of managers, engineers, developers, and analysts; provides coaching and mentorship to support individuals to achieve their individual development goals; defines how technical work should be done, selecting appropriate tools, defining technology, quality, experience and implementation standards and practices within own technical domain.
Drives CI/CD style infrastructure as a code solution by integrating tools with ServiceNow modules such as vulnerability response, configuration compliance, ITSM, ITOM and ITAM; designs and implements tools to enable Infrastructure as a Code framework in order to automate controls, data and processes to improve posture of overall IT infrastructure.
Oversees work performed by third party vendor(s) related to telecommunication services / Cloud / MSP services in order to track and resolve issues as required, review and improve telecommunications related processes, and seek ways to reduce overall communications spend
Partner with product owners, process owners, business and technical leadership to conduct process reviews and build solutions that improve how employees do their work.
Leads strategy to develop, implement and maintain ITSM processes/services that align with industry best practices and company standards; ensures ITSM processes are compliant with industry regulations and standards including ITIL and ISO; evaluates IT processes regularly across technology team to ensure our contractual commitments, SLAs and KPIs to customer are being adhered and identifies gaps to continually improve operations and realize efficiencies.
Utilizes technical skills to ensure development, implementation and support of solutions to improve the capabilities and employee experience for our ServiceNow capabilities and in the following areas:
Incident Management
Knowledge Management
Business Continuity and Disaster Recovery
Vendor Management
Asset Management
Provide subject matter expertise on ServiceNow platform architecture, tools and systems engineering to other IT and business teams; manages software ownership and development from initial concept through continuous improvement utilizing Agile and Lean practices to identify and solve systemic issues.
Other duties and responsibilities as determined by Valvoline from time to time in its sole discretion.
Internal contact – will have regular contact with various levels of Valvoline management
External contact – individual have regular contact with various vendors regarding support issues and technology updates
Travel up to 25% of the time
What You’ll Need
Bachelor’s degree in Information Technology, CIS, Business Administration or equivalent combination of education, technical training, or work/military experience; Master’s degree preferred.
Required:
Minimum of 10 years ITSM processes or related experience including a minimum of 4 years leading the implementation or support of large scale ITSM processes or services.
Advanced understand of the ITIL framework, and an ITIL expert certification
Advanced understanding of the Service Now platform capabilities
Advanced experience with at least one public cloud technology – AWS, Azure, GCP etc.
Basic experience in at least one scripting language – Python, Ansible
Intermediate understanding of operating system and systems – Windows, Linux, MacOS, databases
Excellent problem-solving skills and be able to articulate security related risks and issues and collaborate with TechOps team to bring them to resolution
Advanced understanding of all key processes, especially Service Request Management process
Ability to effectively work with diverse project team members and be able to instill a unified drive to achieve project objectives and milestones.
Must possess a high degree of professional confidence and credibility with the presence and communication skills to represent IT-related concepts effectively to all levels
Effective managing conflict situations & representing position w/ supporting evidence & rationale
Ability to represent complex topics verbally and visually to leadership in a concise manner
Ability to simplify process / challenge others to think through complex processes to drive simplification
Broad understanding of the current and emerging IT Service Management trends and developments
Intermediate knowledge in IT Operations including infrastructure and application systems
Strong organizational skills, with the ability to plan ahead for short-to medium-term objectives and able to identify, organize and facilitate the work is required
Strong communications and influencing skills, with the ability to fluently interact with subordinates, peers, and Senior Management
CAP/Ex financial responsibilities
Preferred:
10 years of experience with end-end workflow of management tooling, remediation, SLAs, and exceptions
8 years knowledge and hands on experience with software programming, SDLC, code repository and version controls
ITIL Foundations Certification
Agile Certification
Benefits That Drive Themselves
Health insurance plans (medical, dental, vision)
HSA and flexible spending accounts
401(k)
Incentive opportunity*
Life insurance
Short and long-term disability insurance
Paid vacation and holidays*
Employee Assistance Program
Employee discounts
Tuition reimbursement*
Adoption assistance*
*Terms and conditions apply, and benefits may differ depending on position.
The Company tries to make its recruitment process accessible to all users. Reasonable accommodations will be provided, upon request, for applicants with disabilities to facilitate equal opportunity throughout the recruitment and selection process.
Please contact Human Resources at 1-800-Valvoline or email 1-800Valvoline@valvoline.com to make a request for reasonable accommodation during any aspect of the recruitment and selection process. The contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Valvoline Global
