IT Service Management Associate Director

International Motors, LLC•Lisle, IL

14h

About The Position

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 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.

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
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)

Nice To Haves

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.
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

Responsibilities

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.
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
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.
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.
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
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.