Practice Lead - IT Service Management Office (Remote)

#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We’re looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.

About the Role :

What You’ll Do:

• Take ownership responsibility for one ITSM Practice, and its corresponding ServiceNow module.

• Playing a major role in our ongoing ITSM Maturation program, with ownership of one of the ITSM practice workstreams.

• Collating requirements from service owners for new functionality, fulfilling requirements in line with industry best practice.

• Ensuring that your practice area is built on ITSM best practice and that this is reflected in the way the platform is configured

• Working with your Director, and the ServiceNow team: develop the operating model for the SMO, and build out a three year roadmap for your ITSM practice and ServiceNow module.

• Develop an effective Service Management strategy for your practice area ensuring that policies drive compliance, yet, do not slow speed to market.

• Ensure that your practice area is sufficiently documented, trained and communicated to the whole support organization.

• Build and deliver a Service Management transformation plan for your practice area to deliver on the architecture and operating model strategy of the SMO.

• Collaborate with the ServiceNow development team to drive the delivery implementation of the Service Management transformation plan.

• Work with Organizational Change Management to craft compelling communications and change plans.

• Help evangelize the value of leveraging a consistent and robust ITSM framework to the whole organization.

• Demonstrate the value that the SMO delivers by leveraging robust data analytics and reporting in ServiceNow.

• Develop and execute KPIs for your practice area.

• Manage the delivery of new functionality by gathering requirements from service owners and driving implementation in line with industry best practice.

• Establish a strong relationship with the Service Management Development Team, ensuring that the SMO plays a collaborative and supportive role in the development lifecycle.

• Establish a strong relationship with the IT Service Desk and ensure ITSM helps them evolve their support organization in line with best practice.

• Other duties as assigned.

What You’ll Need:

• Bachelor’s degree in the field of computer science, information systems, other related degree, or equivalent experience (typically 8-11 years working in IT Service Management and / or with an ITSM platform).

• ITIL Certification - Minimum V3 foundation

• Demonstrable knowledge of the ITSM framework (ITIL).

• Knowledge of CMDB and Common Service Data Model (CSDM) concepts.

• Demonstrable knowledge and experience of (at least) one of the following practice areas: Incident / Major Incident, Problem Management, Change Management, Knowledge Management or Configuration / Asset Management

• Experience of Agile framework and working with Agile ceremonies, terminology etc.

• 3+ years of ServiceNow (or other ITSM platform) experience - including good working understanding of the ITSM modules and CMDB.

• Excellent written and spoken communication and interpersonal skills

• Demonstrated ability to influence peers and stakeholders

• A drive for automation, efficiency, and the streamlining of processes and workflows to reduce friction, and drive consistent experiences

Bonus Points:

• ITIL V4 foundation or above

• 2+ years delivering transformative Service Management programs

• Agile Certification - Scrum Lead or equivalent

• Business analysis skills to turn business requirements into technical scope / statement of work documentation for Development teams.

#LI-Remote

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Benefits of Working at CrowdStrike:

• Remote-first culture

• Market leader in compensation and equity awards

• Competitive vacation and flexible working arrangements 

• Comprehensive and inclusive health benefits

• Physical and mental wellness programs

• Paid parental leave, including adoption 

• A variety of professional development and mentorship opportunities

• Offices with stocked kitchens when you need to fuel innovation and collaboration

Right to Work