ServiceNow Improvement Manager

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Job Description

This role sits in the Service Governance team under Workforce Technology Support, ICSS within Takeda DD&T  and will lead the process ownership of Continuous Service Improvement (CSI) process. It will work with multiple global stakeholders in the Business Units/Business Functions and Data, Digital and Technology group as well as Global Quality and Compliance functions. This role reports to the Service Governance Lead.

How will you contribute?

• Accountable for the implementation, continual improvement, and refinement of the Continuous Service Improvement process and underlying tools.
• Act as the Global process owner for Continuous Service Improvement process.
• Responsible to provide vision and roadmap to drive the efficiency and effectiveness of the process throughout the organization and across internal and external service providers.
• Ensure all Continuous Service Improvement activities follow the CSI procedures.
• Responsible for development and implementation of global performance and process health centric KPIs to monitor the process using qualitative and quantitative key performance indicators.
• Define, roll out, and manage Experience Level Agreements (XLAs) to ensure they align with the Continuous Service Improvement objectives and drive a user-centric approach.
• Responsible for managing and updating the Continuous Service Improvement plans, documentation, QRGs.
• Monitor risks, issues and overall health of the process, escalating issues at risk to the stakeholders and IT leadership to raise awareness and provide recommendations to resolve issues.
• Mentors the organization on Continuous Service Improvement services, concepts, procedures and provide coaching and/or recommend additional training as required.
• Engage with strategic projects/Business Functions to ensure Continuous Service Improvement can support successful project delivery and transition into operations.
• Responsible for reviewing and approving all changes and demands to the Continuous Service Improvement process, policies and coordinate resolution of escalated service performance issues.
• Manage day-to-day activities of the process, including establishing priorities and work assignments.
• Act as a key advisor on Continuous Service Improvement, proactively initiate ideas to significantly improve the process; drive and manage progress of assignments/projects for large-scale projects, processes or programs related to CSI.

Technical/Functional Expertise

• Have good understanding of Continuous Service Improvement, Agile, GxP, Compliance, ITIL v4, ServiceNow, Atlassian.

Leadership

• A strategic mindset, able to see the big picture and able to create and articulate vision and north star.
• Able to influence peers and other leaders on overall strategy (vision, capabilities, platform, providers, roadmap).
• Able to create a technology roadmap for the processes and to lead a team towards this technology roadmap.
• Strong communication skills with ability to articulate and optimize design based on the value to the user and the business.

Decision-making and Autonomy

• Ability to make autonomous decisions in the best interest of serving the needs of business and Takeda.
• Ability to connect, orchestrate and influence different stakeholders from various departments to drive solutions.
• Able to influence stakeholders in a complex organization, with ability to ensure maintenance and enhancements of the CSI processes.

Interaction

• Able to clearly communicate and foster alignment across all levels of the organization.
• Is required to build strong working partnerships within DDT team.
• Build strong cross-functional relationships with team members from multiple functions and teams (e.g., DDT, Enterprise Architects, BOTT, Cloud etc.).

Requirements:

• Degree in Computer Science/Business Informatics or other relevant graduate degree required.
• 6+ years of experience in IT Service Management.
• 4+ Years of experience in Continuous Service Improvement.
• Experience in Agile and SAFE methodologies.
• Strong communication skills with ability to articulate and optimize design based on the value to the user and the business, lead ideation sessions and workshops;
• Experience working in a life sciences environment preferred.
• Minimum ITIL V4 Foundation Certification.
• Continual Improvement Module on ServiceNow platform knowledge.

Desired:

• Master’s Degree.
• ITIL V4 Expert Certification.

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