Head of IT Service Management

Job Description

As the Head of IT Service Management, you will lead a skilled team dedicated to maximizing the efficiency and functionality of the ServiceNow platform. You will drive process development and enhancements and work closely with cross-functional teams to meet strategic goals. Your role is crucial in identifying performance bottlenecks, deploying new features, and ensuring operational excellence within the IT service landscape. In our dynamic and innovative work environment, you will thrive as part of a multicultural team that embraces flexibility and encourages collaborative problem-solving. Your leadership will guide our efforts to streamline IT service processes, enhance user experience, and support data-driven outcome.

How You Will Contribute And What You Will Learn

• Lead and optimize the ServiceNow Platform update process, ensuring seamless progression of enhancements and feature deployments.
• Oversee a dedicated IT Service Management team, fostering collaboration and driving innovation in service delivery.
• Analyze system performance, identifying and resolving bottlenecks to enhance user experience and operational efficiency.
• Manage incident resolution and support requests related to the ServiceNow platform, leveraging troubleshooting skills for swift resolutions.
• Lead configuration and customization of ServiceNow applications, implementing workflows that automate and improve processes.
• Coordinate integrations with third-party systems to ensure cohesive functionality across platforms.
• Champion ITIL best practices within the team, promoting a culture of continuous improvement and operational excellence.
• Engage with cross-functional stakeholders, communicating effectively to align IT services with business needs and strategies.
  
  

Key Skills And Experience

You have:

• Degree in Engineering, Computer Science, or related field
• 15+ years of experience in Telecom/IT with a strong understanding of the ServiceNow platform (ServiceNow Administrator/ Developer experience)
• 5+ years of leadership experience managing virtual teams in large organizations
• In depth knowledge of ServiceNow platform and features such as configuration of Business Rules, UI policies, ACLs, UI actions, Scripting (JavaScript, Glide API) for creating customizations and automations.
• In-depth knowledge of ServiceNow ITSM, CMDB, ITOM, and core modules
• Strong problem-solving, analytical, and troubleshooting skills
  
  

It would be nice if you also had:

• Experience as a Solution Architect in multi-technological environments
• Experience with Performance Analytics and Reporting in ServiceNow
• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD). ITIL V4 foundation/intermediate certification,
  
  

About Us

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer

Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark
  
  

At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.

We are committed to a culture of inclusion built upon our core value of respect.

Join us and be part of a company where you will feel included and empowered to succeed.

About The Team

Strategy and Technology lays the path for Nokia’s future technology innovation and identifies the most promising areas for Nokia to create new value. We set the company’s strategy and technology vision, offer an unparalleled research foundation for innovation, and provide critical support infrastructure for Nokia.