Manager, ServiceNow ITSM Operations & Process Governance

Job description

What you will do Lead the transformation of enterprise service management. We're looking for an experienced IT Service Management leader to help shape the future of service delivery across our global enterprise. This is a high-impact leadership opportunity for someone who thrives on transforming traditional support models into intelligent, automated, and experience-driven services. As our Manager, ServiceNow ITSM Operations & Process Governance, you'll lead the strategy, governance, and evolution of enterprise ITSM capabilities while partnering with senior technology and business leaders to deliver measurable improvements in service reliability, employee productivity, automation, and digital experience. This is your opportunity to influence how thousands of employees interact with technology every day. You'll lead the governance, performance, and continuous improvement of enterprise ITSM processes, including: Incident Management, Problem Management, Change Management, Major Incident Management, SLA Governance, and Service Performance Reporting. More importantly, you'll help drive the shift from reactive ticket resolution to a modern service model built around automation, AI, self-service, and proactive service delivery . Working alongside ServiceNow platform leaders, Digital Workplace teams, Infrastructure, Applications, Cybersecurity, and Enterprise Architecture, you'll identify opportunities to simplify workflows, reduce operational friction, and improve the employee experience. How you will do it Increase service reliability and operational performance. Reduce recurring incidents and avoidable demand. Improve change success rates and service restoration outcomes. Expand self-service, automation, and virtual agent adoption. Strengthen knowledge management and process efficiency. Deliver trusted operational insights that support executive decision-making. Build scalable governance frameworks that drive consistency and accountability across global teams. What we look for Required Significant experience leading IT Service Management functions within large, complex enterprise environments. Proven expertise across Incident, Problem, Change, Major Incident, and Service Level Management. Strong ServiceNow ITSM experience, including process optimization, workflow automation, reporting, performance analytics, self-service, knowledge management, AI capabilities, and virtual agents. Track record of leading enterprise-wide transformation , governance, and continuous improvement initiatives. Strong stakeholder management skills with the ability to influence senior leaders and drive change across complex organizations. Deep understanding of ITIL principles with certification and service management best practices. Preferred ServiceNow certifications such as CSA or CIS-ITSM. Experience with ITOM, CMDB, Asset Management, and broader ServiceNow platform capabilities. About Us Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education. For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward. We are committed to diversity and inclusion and believe that different perspectives make us stronger. By encouraging open dialogue and valuing individuality, we strive to be one of the most desirable places to work. #LI-BB1 #LI-Hybrid