Position OverviewWe are seeking a strategic and technically strong IT Service Management Associate Director to lead the vision, governance, and execution of our enterprise IT service management capabilities at International Motors. This role is responsible for advancing IT operations through technology instrumentation, automation, observability and AI Ops within our integrated IT4IT-aligned operating model.
The Associate Director will own the strategy and continuous improvement of ITSM and ITOM processes and supporting platforms, with a strong focus in the ServiceNow platform. This leader will lead ITSM and ITOM process optimization, drive standardization, and lead a team focused in ServiceNow, its integrations and related IT4IT platforms..
Responsibilities
Product Strategy & IT4IT Leadership
- Define and execute a ServiceNow platform roadmap aligned to strategic objectives, ensuring cohesive planning, development, delivery, and operation of IT services.
- Direct the delivery and support of IT service management processes, ensuring resilient, high-performing systems for International Motors through adoption of ServiceNow best practices.
- Act as the product owner for the ServiceNow platform, prioritizing initiatives based on business value, technical feasibility, and operational impact.
Platform Optimization
- Lead implementation, enhancement, and maintenance of ServiceNow ITSM modules
- Own the end-to-end process and technical designs within the ServiceNow platform, ensuring scalability, performance, and security.
- Perform the role of ServiceNow platform architect in more complex and highly-integrated use cases
- Define and enforce platform standards, design patterns, and governance frameworks.
- Collaborate with technical teams on configuration, customization and integration efforts
- Ensure proper use of CMDB, CSDM (Common Service Data Model), and IT Service Management data governance practices.
- Evaluate and manage technical debt, platform and patch upgrades, instance strategy, and releases
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Process Leadership (IT4IT)
- Own end to end delivery of ITSM Services (Incident, Problem, Change, Request, Knowledge, CMDB)
- Ensure SLA / OLA Compliance and high quality service delivery
- Champion process alignment across:
- Incident, Problem, Change Management
- Service Request & Catalog Management
- Event Management & AIOps integration
- Asset & Configuration Management
- Drive process standardization and automation across IT and business workflows.
Stakeholder & Team Leadership
- Partner with IT leadership, business stakeholders, and enterprise architects to align platform capabilities with business outcomes.
- Coach and mentor technical team of developers, analysts, and architect
- Manage resource planning, capacity and performance reviews.
- Act as the primary escalation point for platform-related decisions and issues.
- Manage vendor relationships and ServiceNow partnerships.
Reporting and Metrics
- Establish and Track KPIs and metrics (MTTR, SLA Compliance, Ticket volume, Incident metrics) to measure service quality, operational efficiency, and user experience.
- Develop dashboards and reports using ServiceNow Analytics.
- Use data insights to drive decision making and improvements
Innovation & Continuous Improvement
- Identify opportunities to leverage AIOps, automation, and predictive intelligence within ServiceNow and through tools integrated with ServiceNow.
- Drive optimal design and use of new ServiceNow capabilities and modules.
- Foster a culture of continuous improvement, experimentation, and innovation.
Minimum Requirements
- Bachelor's degree and at least 9 years of information systems/information technology experience
- At least 5 years of management experience
OR
- Master's degree and at least 7 years of information systems/information technology experience
- At least 5 years of management experience
OR
- At least 12 years of information systems/information technology experience
- At least 5 years of management experience
Additional Requirements
- Qualified candidates, excluding current employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. We do not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)
Desired Skills
- Professional certification for the ServiceNow platform, CTA – Certified Technical Architect
- Experience with AIOps and event management integrations.
- Background in platform configuration / engineering, software development or platform solution architecture.
Key Competencies
- Strategic thinking with strong execution capability
- Results orientation through intrinsic motivation
- Platform mindset and architectural discipline
- Strong stakeholder management and communication including IT Senior
Leadership presentations
- Data-driven decision making
- Continuous improvement and innovation focus
Success Measures
- Adoption and maturity of IT4IT processes alignment
- Platform stability, scalability, and performance
- Reduction in incidents and MTTR through process optimization, automation and driving corrective actions
- CMDB accuracy and service visibility
Benefits and Compensation
This position offers competitive market-based compensation, along with a comprehensive benefits package designed to support employee wellbeing. You can learn more about the benefits offered for this position by visiting https://careers.international.com/#benefits.The expected salary offered for this position will fall within the stated range, with the final offer based on the candidates' applicable skills, knowledge, and experience.
