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Manager for ServiceNow Center of Excellence

Requisition ID:  24714
Location(s): 

Pasay City, 00, PH

Work experience:  Management
Type of position:  Full-Time

 

Vestas Factory

 

The Service Management & User Support (SMUS) team delivers high-quality services on the ServiceNow platform based on best practices and proven solutions, where qualified personnel and transparent processes ensure a seamless user experience. The role is primarily responsible for improving the DevOps SMUS product team and making are staffed with qualified people, covering the service hours and service levels agreed upon, representing the Service Management & User Support team to stakeholders, and ensuring that the SMUS team is constantly developing and improving.

 

User Productivity & Digital Foundation > Infrastructure Delivery & Support > ServiceDesk, Tools & Processes

 

Responsibilities

  • Effectively coordinate and motivate improvement activities based on the SCRUM/Agile framework; with hands-on responsibility
  • Train, coach, mentor, and groom developers, platform operators, and subject matter experts
  • Handle onboarding/offboarding and ensure that the team is staffed accordingly
  • Ensure training and upskilling of the team members
  • Motivating team members to improve performance
  • Ensure proper handover (Knowledge transfer) is provided to the new members of the team
  • Ensure that all tickets in the workgroups (ServiceNow) are assigned to an Assignee with the relevant competencies
  • Responsible for the proper handling of escalated tickets within the group
  • Ensure that the ServiceNow work groups' master data is up to date
  • Ensure the right processes are developed to improve and streamline the teams' tasks
  • Provide data and reporting of KPIs and trends and other metrics in ad-hoc


Qualifications

  • At least 3 years of experience as the team lead within IT Services and as a people manager
  • Knowledge in working with IT Service Management tools - ServiceNow
  • Hands-on experience with DevOps and agile development - SCRUM
  • Experience in working with DevOps teams or working with highly skilled technicians where it's the quality of the work that's of importance
  •  Knowledge of ITIL framework


Competencies

  • Are focused and willing to work on any shift
  • Has a positive behavior and attitude while being comfortable around different kinds of personalities
  • Being resourceful as part of going the extra mile
  • Can communicate and navigate on all levels within the organization
  • Openness to feedback, and capable of providing feedback


What we offer

You will be working together with vendors, architects, Service Delivery Managers and Subject Matter Expert colleagues in other departments within Operations and Support and you will be involved in the implementation, adoption, and optimization of key services to Vestas end-users. 

 

Furthermore, you will get the chance to engage with a large array of stakeholders also outside Vestas Global IT. 

All of this will happen in a professional, multicultural environment where Vesta's values: Accountability, Collaboration, Simplicity, and enthusiasm are central to your success. Vestas offers you motivating career opportunities in a global organization. As an established supplier of wind power solutions, we have installed more than 48,000 wind turbines in 70 countries. We currently have more than 25.000 employees and are eager to welcome new committed colleagues.

 

Additional Information 
We do amend or withdraw our jobs and reserve the right to do so at any time, including before the advertised closing date. Please be advised to apply on or before the 31st of July 2022.

 

Additional Benefits

  • Fitness Subsidy
  • Retirement Benefit Plan

About Vestas
 

Vestas is the energy industry’s global partner in sustainable energy solutions. We are specialized in designing, manufacturing, installing, and servicing wind turbines, both onshore and offshore. 

Across the globe, we have installed more wind power than anyone else. We consider ourselves pioneers within the industry, as we continuously aim to design new solutions and technologies to create a more sustainable future for all of us. With more than 145 GW of wind power installed worldwide and 40+ years of experience in wind energy, we have an unmatched track record demonstrating our expertise within the field. 

 

With 29,000 employees globally, we are a diverse team united by a common goal: to power the solution – today, tomorrow, and far into the future. 
Vestas promotes a diverse workforce that embraces all social identities and is free of any discrimination. We commit to creating and sustaining an environment that acknowledges and harvests different experiences, skills, and perspectives. We also aim to give everyone equal access to opportunity. 

 

To learn more about our company and life at Vestas, we invite you to visit our website at www.vestas.com and follow us on our social media channels. We also encourage you to join our Talent Universe to receive notifications on new and relevant postings.