ServiceNow Incident & Problem Management Leader
Driving Infinite Possibilities Within A Diversified, Global Organization
The Global Incident and Problem Management leader is responsible for all aspects of the Incident and Problem Management service and process within Honeywell. This position will work closely with business and IT teams to ensure the Incident and Problem Management services are meeting the expectation of the business. This role will ensure processes exist and are implemented to restore service quickly as possible to as to minimize the impact of the outage and then to drive effective Problem Management to determine root cause and implement corrective action, thus eliminating repeat issues. The leader in this role will also be accountable for the strategic planning for both Incident and Problem Management and the tactical/operational processes.
This position will be responsible for leading the Incident and Problem Management teams and ensuring automation and optimizations are driven into the process. This leader will be required to collaborate globally with all Honeywell Businesses, Service Owners and suppliers, ensuring a world class Incident and Problem Management process and strategy are in place. This position will communicate directly to senior leaders (CIO's and VP's) during Major incidents and will be responsible to ensure comprehensive Problem Investigations are completed as needed. This leader will also have accountability to over 100,000 incidents/month and over 400 Problem Investigations/year. Continuous Service Improvement will be utilized to improve these services going forward.
This role requires a high degree of knowledge in the ServiceNow platform and extensive knowledge of both the Incident and Problem Management processes and procedures.
Manage and lead teams that are responsible for the end-to-end service provided in both Incident and Problem Management
Oversight of all projects that impact Incident and/or Problem Management
Approve all Incident and Problem Management processes and procedures and ensure effective implementation and governance
Manage contracts for the Business Recovery Management team and Problem Management team
Help define, report out on, and be accountable to all relevant KPI's
Monitor critical and high priority incidents to ensure all Service Owners are managing their spaces
Oversight and awareness of all interfaces that impact Incident and Problem Management
Drive continuous process improvement
Accountable for the overall quality of the process and oversees the management and compliance of those processes
Support internal/external audits and regulatory compliance initiatives
Career planning and mentoring for team members
40 Lead Incident and Problem Management teams and address escalations 30 Drive effective process implementation, Manage KPI's, ensure accurate reporting to leadership 20 Business partner collaboration and supplier management 10 Incident and Problem Management Governance
You must have
The ability to manage and lead teams in a fast-paced, changing environment
Broad understanding of various ITSM processes
Greenbelt & DFSS certification preferred
ITIL Foundations certification preferred
Ability to act independently with minimal supervision
The ability to process information logically, identify gaps and patterns to optimize services
Excellent communication skills, including written, verbal and presentation skills
Exceptional communication skills, both verbal and written
Experience and strong knowledge of IT Service Management processes.
Experience in the IT Infrastructure Library (ITIL) processes and working knowledge of IT operations and architecture.
Experience with integrations into ServiceNow
Experience managing a global service desk
Progressively more complex management responsibilities
ExemptHow Honeywell is Connecting the WorldINCLUDES
Job ID: req164206
Category: Information Technology
Location: 115 Tabor Road, Morris Plains, NJ 07950 USA
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.