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IT Service Management Manager, Googler Technology and Engineering

GoogleHyderabad, Telangana, India

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 with IT Service Management (ITSM) applied strategically to a modern business context.
  • Experience with service management principles that are not just theoretical.
  • Familiarity with enterprise platform capabilities, advocating for "Out of the Box" alignment and predictive intelligence for safe change enablement.

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 that holds governance and oversight of the ITSM practices within the Corporate Engineering Organization. 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 elite engineering teams to maintain innovation speed while equally ensuring the technical integrity and stability of our corporate enterprise services.
At Corp Eng, we build world-leading business solutions that scale a more helpful Google for everyone. As Google’s IT organization, we provide end-to-end solutions for organizations across Google. We deliver the right tools, platforms, and experiences for all Googlers as they create more helpful products and services for everyone. In the simplest terms, we are Google for Googlers.

Responsibilities

  • Define, own, and architect domain strategies as a thought leader in collaboration with leadership across teams and influence the direction and priority of product, systems, or service features.
  • Serve as the principal Practitioner for Change Enablement for the Supplier Management Office (SMO) architecting the Change Enablement governance, and leading a high-impact Change Advisory Board (CAB).
  • Engineer a sophisticated, multi-speed Change Enablement ecosystem. Harmonize the high-velocity requirements of software engineering with the structured needs of corporate functions, ensuring seamless delivery across the entire enterprise.
  • Pioneer the transition to "Change-as-Code," leveraging ServiceNow and Continuous Integration/Continuous Deployment integration to eliminate manual tollgates while enhancing technical integrity and engineering velocity.
  • Cultivate a full-spectrum ITSM practice within the SMO, scaling capabilities across the full suite of ITSM practices, including Incident, Problem, Change, Request, Knowledge and CSI.

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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.
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