Global ITSM ServiceNow Platform Lead

American Honda Motor Co., Inc.•Marysville, OH

18h•Onsite

About The Position

The Team Lead for Global ITSM Platforms is responsible for overseeing the development, implementation, and management of IT Service Management (ITSM) platforms across all Honda Regions, starting with Japan and North America. Responsibilities include establishing Global IT Systems for IT Service Management (ServiceNow). This role will have oversight for the globally distributed team of hybrid remote resources providing ITSM systems. This role will ensure the streamlined operation of the IT Service Management / ITSM Team in alignment with the business objectives of the AHM IT Business Unit, providing strategic insight as well as support for daily operational activities. They will work closely with decision makers across the organization to identify, recommend, develop, implement, and support cost-effective technology solutions and/or services for all aspects of the organization. Functions supported include Knowledge Management, Incident Management, Problem Management, Asset Management, Change Management, Vulnerability Management, CMDB Management and Now Assist AI Implementation with plans for expansion. Language: Due to the characteristics of the business division and organizational setup, there may be instances where documents in languages other than English, such as Japanese, are handled, and communication with staff who do not speak English occurs. Therefore, communication through translation tools or interpreters may be necessary 10%-25% of the time. Time difference: As a global office, it may be necessary to attend meetings in different time zones as needed. Typically, late evenings or very early mornings ( 10% - 15%).

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field and/or equivalent relevant work experience.
8 or more years of IT related work experience with strong track record of superior delivery results.
Possess customer first mindset.
Approx 2 to 5 years relevant leadership experience.
2 to 5 years IT Service Management (e.g. - ServiceNow) and ITIL Experience in roles dealing with broad variety of customers
Experience collaborating across multiple IT organizations, business partners and stakeholders; think beyond the current boundaries and question the status quo structure/functions and recommend and effect changes.
Strong leadership, management communication, and presentation skills with experience managing and influencing relationships with internal business customers at executive and senior management levels.
Demonstration of expertise for strong process management, platform strategy development, and ITIL Standards.
Ability to evaluate existing local and regional systems and drive towards global standardization of IT technologies, systems, and processes for ITSM.
Experience in developing strategic Technology and business plans and preparing and delivering executive level presentations.
Experiencing in develop and managing strategic partnerships with Global and Regional Vendors.
Experience in platform and process redesign and transformation

Responsibilities

Manage and Support Global ITSM teams: Provide strategic direction and oversight for a globally distributed team of hybrid remote resources. Ensure effective management and support of ITSM systems, fostering collaboration and efficiency within the team to deliver high-quality IT services.
Develop and Implement Global ITSM strategies: Lead the creation and execution of comprehensive IT Service Management (ServiceNow) strategies that enhance the IT user experience for Honda Computer Users across all regions. Ensure alignment with global business objectives and IT standards.
Platform Management and Optimization: Lead the administration, configuration, and optimization of ITSM platforms to ensure they meet the evolving needs of the organization. Implement best practices for platform usage and performance.
Build and maintain high-performing global IT teams by fostering associate development and long-term capability through coaching and mentoring, integrated with consistent and effective individual performance management. Ensure the team is motivated, engaged, and inspired to achieve goals and objectives by managing and mentoring a globally distributed team of ITSM platform specialists. Foster a collaborative and innovative team environment, providing guidance and support to ensure high performance and professional growth.