IT Service Management Practice Manager

ITSM Practice Manager, Googler Technology and Engineering

Minimum qualifications:

• Bachelor’s degree in Information Technology or a related field, or equivalent practical experience.
• 10 years of IT Leadership experience, including experience managing enterprise-level transformations within organizations.
• 8 years of experience in ITSM leadership, including implementing and governing ITSM practices such as Incident, Problem, and Change Management.
• Experience with the ServiceNow platform, specifically IT Service Management (ITSM), IT Asset Management (ITAM), and Configuration Management Database (CMDB).
• Certifications in ITIL Managing Professional (MP) or ITIL Strategic Leader (SL), or equivalent.

Preferred qualifications:

• Experience in designing and governing multi-speed Change Enablement ecosystems that harmonize engineering requirements for fast change and release practices, with corporate operational stability.
• Experience leveraging AIOps and Generative AI (e.g., Gemini, Now Assist, AI Agent Studio) to automate IT operations and reduce manual toil within a complex ITSM framework.
• Experience integrating ITSM practices with Developer Operations to build automated governance guardrails that support the speed of the business.
• Experience with leadership in a large, complex enterprise setting that requires high velocity and stability, driving the strategic implementation and governance of all ITSM practices.

About the job

We are seeking an IT Service Management (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 provides strategic governance and oversight of the ITSM practices within the Corporate Engineering Organisation. You are required to develop and drive leading service management practices and processes that embody our commitment to service quality and reliability, and to forge an AI-native IT service management practice that drives velocity while minimizing the impact of IT changes. You will be accountable for building and governing leading practices across our ITSM landscape, with a focus on eliminating bureaucratic friction through automated governance processes that operate effectively at global scale. A key aspect of your role will be to move the organization beyond traditional ITSM boundaries by establishing a class leading high-velocity change enablement governance framework, that automates standard changes while reducing friction and risk associated with high impact changes. In this role, you will be empowering our engineering and support 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 IT Service Management Office (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 strategic 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.

Experience Level

Senior Level