- Lead the planning, direction, and management of Wellpath's IT Service Management (ITSM) strategy.
- Oversee the development, configuration, and maintenance of the ServiceNow platform, including all integrated applications and modules.
- Implement and promote ITSM best practices and ITIL methodologies across the IT department.
- Ensure alignment of ITSM processes with organizational goals and business requirements.
- Drive continuous improvement initiatives to optimize service delivery and customer satisfaction.
- Collaborate with cross-functional teams to assess needs and develop scalable, effective service management solutions.
- Manage the lifecycle of ITSM tools and processes, ensuring they meet both current and future business demands.
- Provide leadership, training, and mentorship to ITSM team members.
- Monitor and report on the performance of ITSM systems and processes, ensuring compliance and effectiveness.
- Support cost-effective service management technology implementations while maintaining high service quality.
Qualifications & Skills:
- Proven experience in managing ITSM platforms, especially ServiceNow.
- Strong knowledge of ITIL framework and ITSM best practices.
- Experience implementing ITSM strategies in mid to large-scale organizations.
- Strong leadership and project management skills.
- Excellent analytical, problem-solving, and decision-making abilities.
- Effective communicator with both technical and non-technical stakeholders.