Senior Manager, ITSM Service Catalog Owner

Otis Elevator Co.

full-time

Posted on: 9/18/2025

Origin: • 🇧🇷 Brazil

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Senior

ITSMServiceNow

About the role

Responsible for design, efficiency, and effectiveness of service catalog solutions
Create, maintain, and distribute information about available services and how they can be accessed
Minimize barriers for users to access entitled services while controlling IT administration resources
Collaborate with Service Owners to gather and update information ensuring a consistent source of truth
Gather and document detailed user requirements for new/modified catalog items; add/update ideas and stories in ServiceNow; attend SCRUM meetings
Establish repeatable, efficient processes to create, modify, or remove catalog items
Continuously monitor catalog effectiveness and identify areas for improvement
Communicate catalog changes and updates to impacted stakeholders
Monitor and report on usage and effectiveness of the service catalog and track KPIs for CI initiatives
Identify and analyze process inefficiencies and collaborate with ITSM Practitioners to design and implement process improvements using CI methodologies

Strong written and verbal communication skills in English (reading, writing, speaking)
Ability to work collaboratively across teams
Working knowledge of IT Service Management (ITSM) principles
Skilled servant leader with ability to work with diverse IT teams
Demonstrated ability to lead and influence others in a matrixed organization
Strong organizational and time management skills
Bachelor’s degree in computer science or related discipline, or equivalent experience
Established knowledge of ServiceNow and ITSM and ITIL
ITIL 4 Foundation Certification
5+ years’ ITIL process ownership
3+ years’ ServiceNow experience as a process owner
Experience working with a global team across multiple regions and time zones
Prefer Service Catalog specialist certification