ITSM Service Catalog Owner Sr Manager

Date Posted:

Country:

Location:

ITSM Service Catalog Owner

Role Overview:
As the Service Catalog Owner, you are responsible for the design, efficiency, and effectiveness of the service catalog solutions based on our unique requirements.  You will create, maintain, and distribute information about the services available to users and how these can be accessed. Our end goal is to minimize the barriers that users face in accessing services that they're entitled to while also ensuring that we don't use up excessive IT resources to administer this.

On a typical day you will:

• Collaborate with Service Owners to gather and update information about their respective services, ensuring a consistent and reliable source of truth for all IT services offered. 

• Gather and document detailed user requirements for new and modified catalog items, add/update ideas, and/or stories in ServiceNow, and attend SCRUM meetings.

• Establish repeatable, efficient processes to create, modify, or remove catalog items, especially given the diversity of IT services in modern enterprises.

• Continuously monitor the catalog's effectiveness, identifying areas for improvement and making recommendations to enhance its usability and relevance. 

• Communicate changes and updates to the catalog to impacted stakeholders, ensuring they are aware of new or modified services and their associated information. 

• Monitor and report on the usage, effectiveness, of the service catalog. Track key performance indicators (KPIs) to measure the impact of continuous improvement (CI) initiatives. 

• Identify and analyze process inefficiencies; collaborate with other ITSM Practitioners to design and implement process improvements using various CI methodologies.

What You Will Need to be Successful:

• Strong written and verbal communication skills, to include reading, writing, and speaking in English; and the ability to work collaboratively are crucial.

• Working knowledge of IT Service Management (ITSM) principles.

• Skilled servant leader and able to work with a diverse team of IT professionals.

• Demonstrated ability to lead and influence others in a matrixed organization.

• Strong organizational and time management skills.

Minimum Qualifications:

• 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.

Apply today to join us and build what's next.

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world's leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world's most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You'll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you'll gain working alongside the best and brightest, keep us connected and on the cutting edge.  

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.   

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.  We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

Become a part of the Otis team and help us #Buildwhatsnext 

Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at

Privacy Policy and Terms:

Click on this link to read the Policy and Terms