Practice Lead - IT Service Management Office (Remote)

$115,000 - $185,000/Yr

CrowdStrike

Full-time - Senior

Remote

Professional, Scientific, and Technical Services

About the position

The Senior Practice Lead, IT SMO (Service Management Office) at CrowdStrike is responsible for establishing and enhancing IT Service Management (ITSM) practices globally. This role focuses on developing a Service Management architecture and operating model, driving best practices in ITSM, and collaborating with IT leadership and ServiceNow teams to ensure effective implementation and continuous improvement of ITSM processes.

Responsibilities

• Take ownership responsibility for one ITSM Practice and its corresponding ServiceNow module.
• Play a major role in the ongoing ITSM Maturation program, with ownership of one of the ITSM practice workstreams.
• Collate requirements from service owners for new functionality, fulfilling requirements in line with industry best practice.
• Ensure that the practice area is built on ITSM best practice and that this is reflected in the platform configuration.
• Develop the operating model for the SMO and build out a three-year roadmap for the ITSM practice and ServiceNow module.
• Develop an effective Service Management strategy for the practice area ensuring compliance without slowing speed to market.
• Document, train, and communicate the practice area to the support organization.
• Build and deliver a Service Management transformation plan for the practice area.
• Collaborate with the ServiceNow development team to implement the Service Management transformation plan.
• Work with Organizational Change Management to craft communications and change plans.
• Evangelize the value of a consistent ITSM framework across the organization.
• Demonstrate the value of the SMO using data analytics and reporting in ServiceNow.
• Develop and execute KPIs for the practice area.
• Manage the delivery of new functionality by gathering requirements and driving implementation.
• Establish strong relationships with the Service Management Development Team and IT Service Desk.

Requirements

• Bachelor's degree in computer science, information systems, or related field, or equivalent experience (typically 8-11 years in IT Service Management or ITSM platform).
• ITIL Certification - Minimum V3 foundation.
• Demonstrable knowledge of the ITSM framework (ITIL).
• Knowledge of CMDB and Common Service Data Model (CSDM) concepts.
• Experience in at least one ITSM practice area: Incident/Major Incident, Problem Management, Change Management, Knowledge Management, or Configuration/Asset Management.
• Experience with Agile framework and ceremonies.
• 3+ years of ServiceNow (or other ITSM platform) experience, including understanding of ITSM modules and CMDB.
• Excellent written and spoken communication and interpersonal skills.
• Ability to influence peers and stakeholders.
• Drive for automation, efficiency, and streamlining processes.

Nice-to-haves

• 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 for Development teams.

Benefits

• 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
• Professional development and mentorship opportunities
• Offices with stocked kitchens for innovation and collaboration.