Service Integration Manager

Job Purpose

The role of the IT Service Integration Manager/ Service Catalogue Manager entails the design and enhancement of crucial IT Service processes for our extensive user base of over 35,000 individuals at AkzoNobel. Within a select and expert team, the Service Integration Manager plays a significant role in improving our overall IT performance. This team is responsible for streamlining, standardizing, globalizing, and automating IT Service Management (ITSM) processes within a comprehensive service environment.

Key Accountabilities

Processes Design, Implementation and Strategy

• Designs and optimizes high-volume, business critical ITSM processes.
• Drives seamless ITSM integration across teams and suppliers, focusing on automation and continuous improvement. Owns the end-to-end Request Fulfillment process within our Enterprise Service Management  (ESM) platform (ServiceNow)
• Implement best practices for efficient Request Management, ensuring Service Level Agreements and customer satisfaction targets are met.
• Owns the vision, roadmap, and backlog for the ServiceNow Request Fulfillment module
• Prioritizes catalog enhancements  based on business value, user input, and efficiency
• Governs the lifecycle of service catalog items, ensuring consistency, usability, and compliance.
• Collaborates with service owners to design and maintain catalog items that meet IT and business requirements.
• Actively participates in ServiceNow upgrades, new feature implementations and projects.
• Promotes a culture of documentation discipline and continuous learning within the ITSM team.

What do you bring?

• Bachelor's degree or higher in Information Technology, Computer Science, or a related field
• 5-8 years of IT services experience in multinational companies with IT outsourcing.
• Proficiency in using ServiceNow platform.
• Hands-on experience with ServiceNow Request Fulfillment and Service Catalogue within the ITSM modules (preferably incl. other modules)
• Expertise in ServiceNow Service Catalog design, item creation, request workflows, automation and integration.
• Strong understanding of ServiceNow orchestration, including approvals, task routing, and notifications.
• Proven track record integrating ServiceNow with external vendors and systems in large, complex environments.
• Experience in software license management, preferably with ServiceNow, is a plus.
• Familiarity with reporting tools and databases, such as Excel, SQL, or BI tools, can be beneficial for data analysis and reporting.
• Familiarity with IT infrastructure, application landscapes, and service management principles.
• Experience with Agile methodologies
• ITIL v3/v4 certified.

• ServiceNow System Administrator certification. (optional but beneficial)
• ServiceNow Certified Implementation Specialist (CIS) in Request Management or Service Catalog preferred.
• Ability to translate business needs into technical requirements.
• Business acumen with a balance between technical and business perspectives.
• Cultural sensitivity and diversity appreciation.
• Excellent communication and stakeholder management abilities.
• Independent decision-making under pressure.
• Proactive approach to continuous improvement and staying updated with industry trends.

Experience

Workflow, Automation and Integrations

• Designs and implements complex workflows and automation in ServiceNow to boost efficiency and reduce manual tasks.
• Responsible for the “functional flow”, ensuring it works correctly and in line with the governance standards
• Collaborates with development teams to automate repetitive tasks and integrate systems across the enterprise.

• Works with functional and technical teams to implement and improve workflows, automation, and integrations. (including form design, UI policies, business rules, and flow orchestration.)
• Integrates automation logic with external systems for end-to-end request completion without manual intervention.
• Ensures compliance with data protection, security, and audit requirements.
• Manages and continuously optimizes ServiceNow orchestration for automated processes (e.g., approvals, provisioning, and others)
• Ensures smooth, reliable, and scalable integrations between ServiceNow and other enterprise systems to streamline the process
• Troubleshoots (with technical teams) and resolves integration issues promptly to ensure continued service requests delivery.

Collaboration and stakeholders

• Acts as a subject matter expert for the ServiceNow platform and collaborates with cross-functional teams (e.g., IT, HR, etc.) to ensure successful implementation of service requests.
• Provides guidance and support to stakeholders on best practices for catalog development, request management, and automation.
• Collaborates with external vendors and system owners to ensure smooth integrations and data integrity.

• Facilitates workshops and feedback sessions to gather requirements and validate solutions.
• Communicates product updates, changes, and value delivered to stakeholders.
• Fosters a culture of IT knowledge sharing among stakeholders.

Training and documentation

• Maintains up-to-date process documentation for Request Fulfillment and Service Catalog

• Develops and maintains comprehensive documentation for all ServiceNow workflows, integrations, and automation designs, ensuring accuracy and accessibility.
• Maintains documentation and governance processes for catalog item creation, modification, and retirement.

• Develops training guides and communications regarding new features, functionality, concepts. Conduct regular training sessions and knowledge-sharing workshops