ITSM Practice Manager, Googler Technology and Engineering en Google

ITSM Practice Manager, Googler Technology and Engineering

corporate_fare Google place Hyderabad, Telangana, India

Advanced

Experience owning outcomes and decision making, solving ambiguous problems and influencing stakeholders; deep expertise in domain.

Minimum qualifications:

• Information Technology Infrastructure Library Managing Professional (MP) or Information Technology Infrastructure Library Strategy Leader (SL) certifications.

• 10 years of leadership experience across multiple previous jobs, or an extended executive tenure within decentralized organizations.

• Experience to drive enterprise level transformation across ITSM.

• Experience in implementing AI Operations and Generative AI capabilities, such as Now Assist and AI Agent Studio, to automate operational tasks.

Preferred qualifications:

• Experience leveraging AI operations and Generative AI (e.g., Gemini, Now Assist, AI Agent Studio) to automate operational tasks and reduce manual toil within an ITSM framework.

• Experience in designing and governing multi-speed Change Enablement ecosystems that harmonize engineering requirements for change and release practices, with corporate operational stability.

• Experience integrating ITSM practices with developer operations to build automated governance guardrails.

About the job

We are seeking a highly talented ITSM strategist to join our Service Management Office as part of our ITSM transformation toward an AI-native enterprise.

In this role, you will be a member of the Service Management Office (SMO) that holds governance and oversight of the ITSM practices within the Corporate Engineering Organisation. Your primary focus will be on Change Enablement, and you will move the organization beyond traditional ITSM boundaries by establishing a class leading high-velocity Change Enablement governance framework. You will develop and drive leading practices and processes that embody our commitment to enabling service reliability, and utilizing AI-driven insights to increase velocity while minimizing the impact of changes. You will also be accountable for building and governing leading practices across our ITSM landscape, with a focus on Change Enablement that eliminates bureaucratic friction through automated governance processes that operate effectively at global scale empowering our engineering teams to maintain innovation speed while equally ensuring the technical integrity and stability of our corporate enterprise

services.

Responsibilities

• Cultivate a full-spectrum ITSM practice within the SMO, scaling capabilities across the full suite of ITSM practice areas, including incident, problem, change, request, knowledge, continual improvement and beyond. Define, deliver and govern the guardrails for service management practices across IT Operations.

• Serve as the principal Practitioner for Change Enablement for the SMO, architecting the governance, and leading a Change Advisory Board (CAB) to assess high impact, high risk changes.

• Transform the practices into a comprehensive change enablement framework to facilitate high velocity changes to match business demand, while maintaining operational stability.

• Define a sophisticated, multi-speed Change Enablement ecosystem, that harmonizes the high-velocity requirements of software and product engineering with the structured needs of corporate functions requiring operational stability, ensuring seamless delivery across the entire enterprise.

• Leverage the ServiceNow platform to support Change Enablement processes.

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Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also https://careers.google.com/eeo/ and https://careers.google.com/jobs/dist/legal/OFCCP_EEO_Post.pdf If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form: https://goo.gl/forms/aBt6Pu71i1kzpLHe2.