ResponsibilitiesReporting to the Senior Director, Backoffice and Customer Services, this role is responsible for the operational delivery and strategic direction of Howmet's global IT Help Chain. The Senior Manager will serve as the single point of accountability for end-to-end IT support services, ensuring an effective customer experience while driving continuous improvement, automation, self-service, and expanded use of ServiceNow.
Major Activities / Key Challenges:- Maintain ServiceNow Release Management Processes and Procedures
- Ensure Level 1 third party service provider vendor is meeting or exceeding contractual obligations globally.
- Deliver innovation and process recommendations, focusing on global alignment and operational improvements.
- Overall Single Point of Accountability and decision maker for Global Help Chain
- Lead large scale service delivery projects that support the strategic direction of the IT Help Chain
- Business Process Owner for tools such as Fast Pass, ServiceNow and Moveworks
- Key contact and knowledge expert on the end-to-end Help Chain
- Manage and maintain Help Chain policies.
- Interact with Executive Productivity users and team that manages Executive Productivity
- Continue to modernize our tools to advance usage in self-service to increase usage
Major Customers:- Howmet employees and computer users globally
- Business Unit IT organizations
- Corporate IT and GIS leadership
- Executive Productivity team
- Third-party service providers and technology suppliers
- Cross-functional IT teams
QualificationsBasic Qualifications:- Bachelor's Degree in Information Systems, Computer Science, Software Engineering from an accredited institution or 7 years of relevant IT experience in lieu of a degree.
- Experience in IT Service management, service delivery, Service Desk operations, Service Now and/or ITIL Methodology.
- Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
Preferred Qualifications:- Experience with ServiceNow and IT Service Management (ITSM) processes; ITIL knowledge or certification preferred. Experience leading an enterprise or global Service Desk, Help Desk, or IT service delivery function.
- Experience managing third-party service providers, including SLAs, KPIs, escalations, and continuous improvement.
- Experience with ServiceNow release management, governance, enhancements, or platform roadmap activities.
- Project Management experience, PMP certification preferred.
- Strong background in customer service orientation with a focus on execution, and measurable results.
- Exceptional communication skills including written, verbal, and listening skills.
Salary range: $125k - 140k/year approximation (Actual compensation is subject to variation due to factors such as education, experience, skillset, and/or location).
