Are you interested in shaping a highly effective agile organization? Are you excited about the opportunity to influence and lead other skilled technical contributors? Are you passionate about fostering vital connections and developing a team who will help to make our company, partners and customers more productive and profitable? If your answer is yes to any of these questions, this is your opportunity to join an innovative and dynamic team. As a member of the Rockwell Automation IT organization, you will join our transformation journey as we seek to improve and push boundaries.
The Manager, IT Service Management will be responsible for taking Rockwell's existing ITIL processes to the next level to promote a delightful customer experience while maintaining a focus on optimizing performance and minimizing cost. This position will manage a global team that is accountable for consistent execution of ITIL processes of event, asset, configuration and discovery management across the global IT organization. The Manager of IT Service Management will work with key stakeholders from all support teams within IT to strategically grow the maturity of ITSM at Rockwell. This position will also work closely with the IT Business Partners to understand the needs of the business units and voice of the customer.
Engineer, manage, improve and deploy IT Service Management processes within the organization following the ITIL framework.
Deliver best practices supporting Service Management and the overall IT Service organization.
Own and mature the IT asset management program, including automated discovery of assets.
Plan and execute processes to support business operations by developing and implementing IT Service Management improvement strategies.
Refine and maintain incident, problem, change, configuration and asset management standard operating procedures and ensure IT teams remain in compliance.
Build, publish and manage the IT Service Catalog and enable self-service through an effective IT Service Management strategy.
Implement continual service improvement through process reviews, metrics reporting, and trend analysis.
Own and manage the ServiceNow solution, building and executing on a technology roadmap to leverage the ServiceNow platform to enable automation, machine learning and artificial intelligence.
Bachelor's degree in Information Technology, Computer Science, or related field or equivalent experience
Typically requires a minimum of 5 years of experience in IT Service Management.
Equivalent work experience with a total of 10 years managing Service Desk, IT incidents, changes, or problems or similar role in a global organization.
In-depth experience with ITSM tools required, ServiceNow experience a plus.
Experience managing processes across multiple vendors and managed service providers, including ITSM tool integrations
Strong team player with excellent collaboration and problem-solving skills.
Demonstrated experience with process automation required.
ITIL Foundations V3 or V4 certification required, additional certifications preferred.
Excellent verbal and written communication skills.
Lean IT Six-Sigma Certifications
Experience with Agile SAFE Methodology
This position can be performed remotely from any US location
The minimum base salary compensation for this role is $134,320 annual with an annual target bonus of 8% of base salary.
The Base salary compensation range for this role in Colorado is $120,640.00 - 150,800.00 USD Annual, with an annual target bonus of 8% of base salary
We are an Equal Opportunity Employer including disability and veterans.
If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.
Rockwell Automation is the largest company in the world dedicated to industrial automation and information. Here, we connect the imaginations of people with the potential of technology to make the world more intelligent, more connected and more productive.
From improving the production of medicines that boost human health to reducing waste in an oil and gas plant, the work we do changes how we live. We truly believe we are doing things never before possible. And we need the brightest minds to help make that happen – the makers, the forward thinkers, the problem solvers.
Join a team of more than 23,000 global employees in 100+ countries as we work together to expand human possibility.