Your Role: ServiceNow ITOM Manager
The ITOM Manager will act as the voice of IT Operations, collaborating closely with infrastructure teams, development teams, and other product owners to prioritize features, manage the product backlog, and drive continuous improvement in our operational efficiency and resilience.
You will be joining TechOps, who are responsible for all IT Infrastructure, Client Services, and Global & Site Operations across the enterprise.
Your Responsibilities:
- Define and articulate the product vision, strategy, and roadmap for ServiceNow ITOM module (e.g., Discovery, Service Mapping, Event Management, Operational Intelligence, Cloud Management, Orchestration).
- Gather, analyze, and prioritize business requirements from IT Operations, Infrastructure, Cloud, and Security teams, translating them into clear and actionable user stories and acceptance criteria.
- Own and manage the ServiceNow ITOM product backlog, ensuring it is vetted, prioritized, and aligned with strategic goals and release cycles.
- Collaborate closely with development teams, architects, and quality assurance to ensure successful delivery of features and enhancements that meet operational needs.
- Own and drive CMDB adoption across stakeholders, ensuring CMDB accuracy is in line with best practice and industry standards.
- Act as the subject matter expert for ServiceNow ITOM, providing guidance and clarification to development teams and stakeholders on operational processes and technical requirements.
- Facilitate communication and alignment between IT Operations, Infrastructure teams, and the development team throughout the product lifecycle.
- Monitor and analyze product performance, operational metrics, and industry trends to identify opportunities for automation, optimization, and proactive issue resolution.
- Ensure that all ServiceNow ITOM solutions adhere to ITIL best practices, company standards, and integrate seamlessly with the CMDB and ITSM modules.
- Lead user acceptance testing (UAT) and ensure that delivered solutions meet operational requirements and quality standards.
- Contribute to the overall ServiceNow platform strategy and governance, ensuring ITOM solutions support a unified platform approach.
What You Need to Succeed (minimum qualifications):
- Bachelor's degree in computer science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in IT Operations, Infrastructure Management, or a related field, with at least 3 years in a Product Owner, Business Analyst, or similar leadership role focused on ServiceNow ITOM.
- ITIL v3 or v4 Foundation certification.
- ServiceNow Certified System Administrator (CSA) certification.
- Proven experience in defining product roadmaps, managing backlogs, and prioritizing features in an Agile environment.
- Deep understanding of ServiceNow ITOM modules (Discovery, Service Mapping, Event Management) and their interdependencies with CMDB and ITSM.
What will give you a competitive edge (preferred qualifications):
- Familiarity with other monitoring tools and automation platforms.
- Experience with cloud platforms (e.g., AWS, Azure, GCP) and their integration with ServiceNow ITOM.
- Technical Skills: ServiceNow ITOM (Discovery, Service Mapping, Event Management, Operational Intelligence, Orchestration, Cloud Management), CMDB, ITIL Framework, Agile Methodologies, Product road mapping, Backlog Management, Requirements Gathering, User Story Creation, Data Analysis, Operational Metrics, Cloud Technologies, Automation Concepts.
- Soft Skills: Strategic Thinking, Leadership, Stakeholder Management, Communication (written and verbal), Negotiation, Prioritization, Problem-solving, Analytical Thinking, Collaboration, Operational Excellence Focus, Visionary.
Additional Information:
- Travel: 0%
- Location: Hook, UK - Hybrid Work Environment
Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.
Elanco may use automated tools, including AI, to support parts of our recruitment process, such as reviewing applications against job‑related criteria and/or transferrable skills. These tools help ensure a consistent, structured evaluation, but they do not make hiring decisions. All decisions involve a human reviewer. For more information on how we handle personal data, please see our Elanco Workforce Privacy Notice.
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