CrowdStrike, Inc. Full time R20253 About the Role :

We are seeking a dynamic Senior Practice Lead, IT SMO (Service Management Office) to join our organization. Along with your team members, you will be responsible for establishing and building out the SMO, to create a compelling and consistent IT Service Management experience for the whole of CrowdStrike globally.

The Senior Practice Lead, IT SMO will focus on maturing ITSM practices within CrowdStrike by developing a Service Management architecture and operating model for one of the following ITSM practices: Incident / Major Incident, Problem Management, Change Management, Knowledge Management or Configuration / Asset Management, to drive best practice in everything we do. You will work with IT Leadership, ServiceNow Architects and Developers to align processes with tool functionality, and promote a culture of Continuous Service Improvement across ITSM within the IT Team and across the enterprise.

What You'll Do:

• Take ownership responsibility for one ITSM Practice, and its corresponding ServiceNow module.

• Playing a major role in our ongoing ITSM Maturation program, with ownership of one of the ITSM practice workstreams.

• Collating requirements from service owners for new functionality, fulfilling requirements in line with industry best practice.

• Ensuring that your practice area is built on ITSM best practice and that this is reflected in the way the platform is configured

• Working with your Director, and the ServiceNow team: develop the operating model for the SMO, and build out a three year roadmap for your ITSM practice and ServiceNow module.

• Develop an effective Service Management strategy for your practice area ensuring that policies drive compliance, yet, do not slow speed to market.

• Ensure that your practice area is sufficiently documented, trained and communicated to the whole support organization.

• Build and deliver a Service Management transformation plan for your practice area to deliver on the architecture and operating model strategy of the SMO.

• Collaborate with the ServiceNow development team to drive the delivery implementation of the Service Management transformation plan.

• Work with Organizational Change Management to craft compelling communications and change plans.

• Help evangelize the value of leveraging a consistent and robust ITSM framework to the whole organization.

• Demonstrate the value that the SMO delivers by leveraging robust data analytics and reporting in ServiceNow.

• Develop and execute KPIs for your practice area.

• Manage the delivery of new functionality by gathering requirements from service owners and driving implementation in line with industry best practice.

• Establish a strong relationship with the Service Management Development Team, ensuring that the SMO plays a collaborative and supportive role in the development lifecycle.

• Establish a strong relationship with the IT Service Desk and ensure ITSM helps them evolve their support organization in line with best practice.

• Other duties as assigned.

What You'll Need:

Bachelor's degree in the field of computer science, information systems, other related degree, or equivalent experience (typically 8-11 years working in IT Service Management and / or with an ITSM platform).

ITIL Certification - Minimum V3 foundation

Demonstrable knowledge of the ITSM framework (ITIL).

Knowledge of CMDB and Common Service Data Model (CSDM) concepts.

Demonstrable knowledge and experience of (at least) one of the following practice areas: Incident / Major Incident, Problem Man