Provide strategic and operational leadership in the design, delivery and adoption of IT service management processes. Collaborate with global business partners to successfully translate line-of-business/technical strategy and objectives into global ITSM process capabilities, deliverables. Work closely with leadership to understand business needs and develop and drive an operating strategy to meet those needs. Direct and institutionalize ITIL practices to drive efficiency and standards in the organization. Provide vision, leadership and innovation to the ServiceNow team in ITSM processes, features, and desired capabilities. Effectively manage people and financial resources.
Collaborate with the business to understand strategy, needs, and end-user needs, then develop and drive a services/support strategy to meet those needs. Review and compare offering with current and future needs, identify gaps and ensure strategy addresses gaps. Prioritize initiatives based on business need, cost and impact. Determine and/or recommend approach to provide services (internally or outsourced). Provide cost, feasibility and impact/benefit analysis to support and gain strategy approval.
Regularly review for potential areas of improvement in processes, support and/or services. Establish and maintain a communication process that drives effective two-way communication with end-users/customers.
Champion and lead the continual refinement of ITSM policies, standards, processes and best practices to drive efficiencies and strong governance within the technology organization. Manage and provide process-based facilitation and coaching, governance review and reporting to ensure adoption and optimization of future-state processes.
Provide strategic & functional direction to the ServiceNow delivery team on ITSM capabilities. Develop and maintain an organization of high performing people through effective hiring, coaching and rigorous performance/talent management. Plan and implement a resource strategy (internal vs. vendor) based on business need, scope of work, cost, and skill requirements. Foster a collaborative, success-oriented team environment where resources are empowered and accountable.
Manage the annual budget and financial planning process for assigned organization, technical assets/service portfolio and related projects, to include vendor contract budget(s). Prioritize and plan technology service/support solutions within the annual business-as-usual and investment budgets. Collaborate with involved teams across the business and with vendor partners to effectively and accurately estimate work and cost associated with services/deliverables as it relates to area of responsibility.
Collaborate with enterprise procurement to ensure appropriate processes are followed and to effectively manage vendor relationships (high quality work in cost effective model with strong SLA/Os established and managed). Monitor vendor performance to ensure contractual obligations are met. Troubleshoot issues and service gaps to identify process improvements and implement accordingly. Ensure resources (on- and off-shore) of appropriate skill set and adoption of preferred methodologies.
Maintain up-to-date skills in relevant technologies. Provide innovation and leadership in the selection, implementation and use of tools and best practices. Establish and maintain effective and productive working relationships with business partners, vendor partners and their resources, as well as other teams across technology. Maintain a broad understanding of business, business needs, and how technology drives and supports the business.
Bachelors degree in Computer science, engineering, MIS, or related field; or equivalent work experience.
7-10 years of relevant work experience required.
5+ years of experience providing day-to-day management/supervision and mentorship to a team of technical employees and/or vendor partner resources.
7+ years of broad technical experience with proven expertise in a majority of the following areas: ServiceNow delivery and/or ServiceNow-based operations, cloud services, servers, networks, hardware, operating systems, virtualization software, middleware and/or databases.
3+ years of experience and proven success identifying and implementing opportunities for improvement to procedures, process and technology to optimize services and operations, enabling greater availability, capability, efficiency and end-user satisfaction.
Certifications preferred: ITIL Foundation and/or ITIL Service Operations
3+ years of direct people-management experience, to include performance management, with proven ability to lead and influence without direct management relationship.
Proven success leading the implementation and management of services provided through vendor partners (on- and/or off-shore).
In-depth experience performing ITSM functions using ServiceNow tools.
Excellent written and verbal communication skills with the ability to translate technical information to non-technical audiences and vice versa.
Strong business acumen with experience participating in financial planning process and using technology to drive and support the business.
Experience working in the financial services industry or other similar, highly regulated environment.
About Our Company
The Ameriprise Financial Technology team mission is to create innovative technology solutions and engaging digital experiences for our clients, advisors, and employees. We embrace an inclusive and collaborative culture that allows us to partner across the business and lend our expertise in the areas of corporate computing, network infrastructure and security. We celebrate the unique qualities and reward the contributions of our talented, passionate employees. If you're motivated and want to work for a strong, ethical company that cares about you and your community, take the next step with Ameriprise Technology.
Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, genetic information, age, sexual orientation, citizenship, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.