Sr. D&T Manager - ServiceNow

General Mills India Center (GIC) is our global capability center in Mumbai that works as an extension of our global organization delivering business value, service excellence and growth, while standing for good for our planet and people.

With our team of 1800+ professionals, we deliver superior value across the areas of Supply chain (SC) , Digital & Technology (D&T) Innovation, Technology & Quality (ITQ), Consumer and Market Intelligence (CMI), Sales Strategy & Intelligence (SSI) , Global Shared Services (GSS) , Finance Shared Services (FSS) and Human Resources Shared Services (HRSS).For more details check out

We advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow.

JOB OVERVIEW

Function Overview

The Digital and Technology team at General Mills stands as the largest and foremost unit, dedicated to exploring the latest trends and innovations in technology while leading the adoption of cutting-edge technologies across the organization. Collaborating closely with global business teams, the focus is on understanding business models and identifying opportunities to leverage technology for increased efficiency and disruption. The team's expertise spans a wide range of areas, including AI/ML, Data Science, IoT, NLP, Cloud, Infrastructure, RPA and Automation, Digital Transformation, Cyber Security, Blockchain, SAP S4 HANA and Enterprise Architecture. The MillsWorks initiative embodies an agile@scale delivery model, where business and technology teams operate cohesively in pods with a unified mission to deliver value for the company. Employees working on significant technology projects are recognized as Digital Transformation change agents.

The team places a strong emphasis on service partnerships and employee engagement with a commitment to advancing equity and supporting communities. In fostering an inclusive culture, the team values individuals passionate about learning and growing with technology, exemplified by the Work with Heart philosophy, emphasizing results over facetime. Those intrigued by the prospect of contributing to the digital transformation journey of a Fortune 500 company are encouraged to explore more details about the function through the provided

Purpose of the role

This role strategically leads the development and optimization of ITSM platforms. Leveraging deep ITIL expertise, the incumbent defines the product vision, optimizes service management processes, and employs Agile principles to deliver maximum business value. Key responsibilities include exceptional stakeholder communication, translating business needs into actionable ITSM solutions, and championing automation, including AI, for enhanced operational efficiency. A strong technical understanding of ITSM platforms, data-driven decision-making, and a continuous improvement mindset are crucial to ensure the platform effectively supports organizational objectives and delivers resilient service experiences.

KEY ACCOUNTABILITIES

• ITSM Product Strategy & Vision: Accountable for defining, articulating, and championing a clear product vision and strategic roadmap for the ITSM platform, ensuring alignment with overall business objectives and ITIL best practices.
• Value Maximization & Process Optimization: Accountable for identifying opportunities to optimize existing ITSM processes, translating them into actionable product features, and ensuring the delivery of maximum business value and ROI through the ITSM platform, including driving automation and AI capabilities.
• Product Backlog Management & Agile Execution: Accountable for the creation, prioritization, and refinement of the ITSM product backlog, ensuring it aligns with the strategic vision, and for guiding agile development teams to deliver features effectively.
• Stakeholder Engagement & Communication: Accountable for effectively bridging communication gaps between diverse stakeholders (IT operations, business users, leadership, development teams), managing expectations, negotiating priorities, and influencing decisions.
• Platform Effectiveness & Technical Alignment: Accountable for ensuring the ITSM platform's technical feasibility, data integrity, and effective utilization, leveraging knowledge of platform capabilities and IT operations context to deliver robust solutions.
• Data-Driven Decision Making & Continuous Improvement: Accountable for utilizing metrics, analytics, and user feedback to inform product decisions, measure success, demonstrate value, and drive a continuous improvement mindset for the ITSM product.
• Leadership & Ownership: Accountable for providing clear direction to the development team, making timely and informed decisions regarding product features and scope, and taking full ownership of the ITSM product's success and outcomes.

MINIMUM QUALIFICATIONS

• Deep knowledge of ITIL principles and practices, including Incident Management, Problem Management, Change Enablement, Service Request Management, Service Level Management, Knowledge Management, and Service Asset and Configuration Management and understanding of the ITIL Service Value System.
• Familiarity with common ITSM platforms such as ServiceNow, Jira Service Management, or BMC Helix ITSM, including their core capabilities, limitations, and integration possibilities. Ability to understand technical feasibility and implications within these platforms.
• Knowledge of how data is structured within ITSM tools (e.g., CMDB, incident records, knowledge articles) to ensure data integrity, effective reporting, and automation.
• Basic understanding of IT infrastructure, applications, cloud services, and service delivery models to effectively represent the needs of IT operations teams.
• Understanding of how to streamline service delivery through automation.
• Ability to leverage AI for predictive insights, intelligent incident resolution, and continuous process optimization within an ITSM context.
• Certified System Administrator (CSA) and/or Certified Implementation Specialist (CIS - ITSM) certification, particularly for platforms like ServiceNow.
• Proven ability to effectively communicate, translate complex information, and build rapport across diverse technical and non-technical audiences, including senior leadership. This encompasses strong active listening, empathetic engagement, and clear presentation skills.
• Demonstrated skill in negotiating priorities, managing expectations, resolving conflicts, and influencing decisions without direct authority.
• A relentless focus on understanding overarching business needs, translating them into tangible requirements, and driving maximum business value and ROI through the product.
• Ability to skilfully elicit, analyse, and synthesize requirements, identify underlying problems, and apply critical thinking to propose effective, informed solutions.
• Demonstrated ability to provide clear direction, empower teams, make timely and decisive decisions, and take full ownership of product outcomes.
• A proactive mindset for seeking feedback, staying abreast of industry trends, and adapting strategies and priorities in response to changing business needs or technological advancements.

PREFERRED QUALIFICATION

• Certified System Administrator (CSA) and/or Certified Implementation Specialist (CIS - ITSM) certification, particularly for platforms like ServiceNow.