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ITSM Practice 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 leveraging AI operations and Generative AI (e.g., Gemini, Now Assist, AI Agent Studio) to automate operational tasks and reduce manual toil within an ITSM framework.
  • Experience in designing and governing multi-speed Change Enablement ecosystems that harmonize engineering requirements for change and release practices, with corporate operational stability.
  • Experience integrating ITSM practices with developer operations to build automated governance guardrails.

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 (SMO) that holds governance and oversight of the ITSM practices within the Corporate Engineering Organisation. 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 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

  • Cultivate a full-spectrum ITSM practice within the SMO, scaling capabilities across the full suite of ITSM practice areas, including incident, problem, change, request, knowledge, continual improvement and beyond. Define, deliver and govern the guardrails for service management practices across IT Operations.
  • Serve as the principal Practitioner for Change Enablement for the SMO, architecting the governance, and leading a Change Advisory Board (CAB) to assess high impact, high risk changes. 
  • Transform the practices into a comprehensive change enablement framework to facilitate high velocity changes to match business demand, while maintaining operational stability. 
  • Define a sophisticated, multi-speed Change Enablement ecosystem, that harmonizes the high-velocity requirements of software and product engineering with the structured needs of corporate functions requiring operational stability, ensuring seamless delivery across the entire enterprise.
  • Leverage the ServiceNow platform to support Change Enablement processes.

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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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