IT Service Management Associate Director

Position Overview

We 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 on the Service Now platform.

This leader will lead ITSM and ITOM process optimization, drive standardization, and lead a team focused on Service Now, its integrations and related IT4IT platforms.

• Product Strategy & IT4IT Leadership: Define and execute a Service Now 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 Service Now best practices. Act as the product owner for the Service Now platform, prioritizing initiatives based on business value, technical feasibility, and operational impact.
• Platform Optimization: Lead implementation, enhancement, and maintenance of Service Now ITSM modules; own the end-to-end process and technical designs within the Service Now platform, ensuring scalability, performance, and security; perform the role of Service Now 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.
• 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 a technical team of developers, analysts, and architects; manage resource planning, capacity and performance reviews; act as the primary escalation point for platform-related decisions and issues; manage vendor relationships and Service Now 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 Service Now Analytics; use data insights to drive decision making and improvements.
• Innovation & Continuous Improvement: Identify opportunities to leverage AIOps, automation and predictive intelligence within Service Now and through tools integrated with Service Now; drive optimal design and use of new Service Now capabilities and modules; foster a culture of continuous improvement, experimentation, and innovation.

• Bachelor's degree and at least 9 years of information systems/information technology experience, with at least 5 years of management experience.
• Master's degree and at least 7 years of information systems/information technology experience, with at least 5 years of management experience.
• At least 12 years of information systems/information technology experience, with at least 5 years of management experience.

• Qualified candidates, excluding current employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be…