ServiceNow Service Manager

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The Future Begins Here

At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the need of patients, our people, and the planet.

In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement.

At Takeda’s ICC we Unite in Diversity

Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team.

OBJECTIVES/PURPOSE

Leads the service delivery of solutions and products running on the Service Platform. This role is responsible for managing customer relationships, defining the service strategy, technical design and leading the delivery teams. The Service Manager is accountable for customers satisfaction with the services being delivered.

ACCOUNTABILITIES

Key Responsibilities

• Define service vision and strategy that reflects customer and business needs, balancing long-term, overall solution direction, and short-term service availability and capability
• Guide services teams through analysis and prioritization of improvements, or development, of services to ensure customer needs are met and customers are satisfied with services provided (e.g., Investment Portfolios, Service Roadmaps).
• Ensure customer satisfaction with services delivered; collaborate with Demand Managers and other Service Teams on identifying and executing improvement actions
• Supervise scoping, planning, and management of service delivery to customers; flex and manage capacity across delivery teams successfully scaling to meet customer demand
• Partner with Demand Managers/ Product Owner and other Service Teams to understand prioritized demand and to coordinate the delivery of services
• Manage contracts and capacity commitments with external vendors
• Identify and execute improvement actions for service delivery, including championing exploration and incubation of advanced technologies
• Define service vision and strategy that reflects customer and business needs, balancing long term, overall solution Guide services teams through analysis and prioritization of improvements, or development, of services to ensure customer needs are met and customers are satisfied with services provided (e.g., investment portfolios, service roadmaps)
• Proactively monitor the market trends and commercial product roadmaps in the respective areas and ensure alignment of the service strategy with the market trends
• Lead generation, capture, and screening of innovation ideas around GDT and DD&T solutions within service management platform
• Act as design authority ensuring solution designs are aligned to the service management platform capabilities and design principles

DIMENSIONS AND ASPECTS

Technical/Functional (Line) Expertise

• ServiceNow Certified Administrator (required)
• Implementation certification of
• Experience with UI Actions, UI Policies, Glide records, Script Includes, Business Rules, & ACLs within the ServiceNow framework (preferred)
• Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including SSO, SAML, SSL, Web Services, REST, LDAP, JDBC, ODBC. (required)
• Hands-on administration and troubleshooting experience with the ServiceNow platform
• ServiceNow Developer Certification desired

Leadership

• Ability to priorize in a complex environment
• Direct strategic vendors and internal service providers ensuring the alignment of ServiceNow operational requirements
• Maintain relationships with the compliance, quality and information security teams ensuring beyond compliance quality and security of the platform
• Maintain relationships with the business and IT stakeholders to ensure ServiceNow platform operations support ongoing and future service needs
• Foster a diverse workplace that enables all participants to contribute to their full potential in pur-suit of organizational objectives.
• Ability to manage a small team of experts and analysts.

Decision-making and Autonomy

• Works independently with minimal direct supervision.
• Leverage independent Judgment to determine optimal methods of task completion and work prioritization.
• Adherence to Takeda Policies, Processes and Standards
• Authority to delegate Tasks and Responsibilities to other (external) team-members

Interaction

• UAMS team
• ServiceNow Platform Architect
• ServiceNow Product Teams including business analysts and architects
• Service Integration Team
• Service Governance Team
• Quality and Compliance Teams
• Information Security Teams
• Other teams and stakeholders using ServiceNow products at Takeda (HR, Takeda Business Solutions, Research and Development, etc)

Innovation

• Willing to take risks while championing new ideas in the interest of improving the end user experience.
• Abilty to discover and drive industry best practices in the area of the ServiceNow Platform operations.

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:

• Bachelor's degree in Computer Science or related field or equivalent experience.
• 7+ years of relevant technical experience including 5+ years of the ServiceNow platform experience in a senior technical role
• Strong emphasis on Customer service and providing best-in-class end-user support.
• Sense of urgency and excellent prioritization skills and ability to work under time pressure
• Ability to solve complex technical and business problems.
• Ability to coordinate projects and interact management.
• Ability to work effectively in a team environment.
• Self-starter; ability to work independently with minimal supervision.
• Knowledge of ServiceNow platform.
• Excellent verbal and written communication skills.
• Excellent judgment and customer interaction skills.
• Technical certifications and experience in the healthcare field and qualified/validated systems are a plus.

Preferred technologies:

ServiceNow Platform, JavaScript, Angular, Seismic, MySQL/MariaDB, SAML, SSL, Web Services, REST, JDBC

Benefits 

It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are: 

Competitive Salary + Performance Annual Bonus 

• Flexible work environment, including hybrid working 

• Comprehensive Healthcare Insurance Plans for self, spouse, and children 

• Group Term Life Insurance and Group Accident Insurance programs 
• Health & Wellness programs
• Employee Assistance Program 
• 3 days of leave every year for Voluntary Service in additional to Humanitarian Leaves 
• Broad Variety of learning platforms   
• Diversity, Equity, and Inclusion Programs 
• Reimbursements – Home Internet & Mobile Phone 
• Employee Referral Program 
• Leaves – Paternity Leave (4 Weeks) , Maternity Leave (up to 26 weeks), Bereavement Leave (5 days) 

About ICC in Takeda 

• Takeda is leading a digital revolution. We’re not just transforming our company; we’re improving the lives of millions of patients who rely on our medicines every day. 
• As an organization, we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization. 

 
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