About this role
<style type="text/css"> table.MiTabla { max-width: 1020px;!important </style> <table border="0" cellspacing="0" cellpadding="0"> <tbody> <tr> <td><img src="https://staticweb.grifols.com/documents/675849/2554718/SSFF_02_CLAYTON.jpg/4f428334-9cb2-1679-ffa2-c56b3cd1097b?t=1636640425916" alt="" align="top/"></td> </tr> <tr> <td> <p style="text-align:justify">Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.</p> </td> </tr> <tr> <td><img src="https://staticweb.grifols.com/documents/675849/2554709/SuccesFactors_1020x93_jobposting_line_test.png/e2cffc87-a707-9e08-b5ef-081cae1f1ecf?t=1636640341637" width="100%"></td> </tr> </tbody> </table><p><strong><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Summary</span></strong></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">The Senior Manager of ITSM Process & Governance is responsible for architecting, operationalizing, and maturing Grifols’ global Service Management governance capability from a foundational starting point. This role leads the creation and institutionalization of a fully functioning Process & Governance organization in an environment where ITSM maturity, standardization, and discipline are currently limited.</span></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">The Senior Manager will establish governance structures, define enterprise ITSM frameworks, recruit and develop senior process leaders, implement performance measurement systems, and personally drive enforcement and adoption until sustainable maturity is achieved. This is both a strategic transformation role and an operational leadership role.</span></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Success in this position requires the ability to design scalable governance models while simultaneously embedding them into day-to-day operations across Service Desk, Deskside, Platform Engineering, IT Asset Management, Compliance, and external service providers.</span></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"> </p> <ul style="margin-top:6.0pt;margin-bottom:6.0pt"> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Architect and implement the full ITSM Process & Governance operating model, including Service Operations & Restoration, Service Enablement & Control, Knowledge & Service Design, Configuration Governance, Continual Improvement, and Demand Governance</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Define enterprise-wide ITSM process standards aligned to ITIL v4, regulatory requirements, and ServiceNow enablement</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Establish governance forums (CAB, demand boards, CSI councils, configuration review boards) and ensure disciplined execution</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Define maturity baselines, uplift targets, and phased improvement roadmaps.</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Develop measurable performance frameworks including SLAs, OLAs, XLAs, MTTR, change success rate, CMDB health, knowledge deflection, and demand throughput</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Oversee the design and enforcement of structured demand intake and prioritization aligned to business value and capacity constraints</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Ensure alignment between governance frameworks and ServiceNow workflows, automation, and reporting</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Partner with Compliance and Quality to embed SOX, GxP, and validation controls into operational processes</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Drive cross-functional adoption across IT and MSP partners, resolving resistance and eliminating informal practices</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Provide executive-level reporting on service health, risk exposure, compliance posture, and maturity progression</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Act as the senior authority for ITSM governance decisions during early maturity phases</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Build, mentor, and performance-manage senior individual contributors responsible for operationalizing each discipline</span></li> </ul> <p style="margin-top:6.0pt;margin-right:0.0in;margin-bottom:6.0pt;margin-left:24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"> </p> <p style="margin:8.0pt 0.0in 4.0pt;font-size:14.0pt;font-family:'Times New Roman', serif;color:#0f4761;font-weight:normal"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt;background-color:white;color:black"><strong>Qualifications</strong></span></p> <ul style="margin-top:6.0pt;margin-bottom:6.0pt"> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Bachelor’s degree in Information Technology, Business, or related discipline preferred</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">10+ years of progressive ITSM leadership experience</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Proven experience building ITSM organizations from low maturity to structured enterprise capability</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Deep expertise across ITIL v4 domains</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Experience operating in regulated enterprise environments (SOX, GxP, GDPR)</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Strong executive communication and stakeholder influence skills</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif">Demonstrated ability to combine governance architecture with operational execution</span></li> <li style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:14.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:14.0pt">Extensive ServiceNow ITSM experience preferred</span></li> </ul> <p style="margin:6.0pt 0.0in 6.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-align:left"> </p> <p style="font-size:12.0pt;font-family:'Times New Roman', serif;text-align:left"><span style="font-size:14.0pt;font-family:arial, helvetica, sans-serif"><strong>Occupational Demands:</strong> Work is performed in an office environment with exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Frequent hand movement of both hands with the ability to make fast, simple movements of the fingers, hands, and wrists. Occasionally walks. Occasionally bends and twists neck. Light to moderate lifting and carrying objects with a maximum lift of 25lbs. Frequently drives to site locations with occasional travel within the United States. Able to communicate complex information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences. Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals. Frequently interacts with others, relates sensitive information to diverse groups. Must work with diverse groups to obtain consensus on issues. Ability to apply abstract principles to solve complex conceptual issues. </span></p><p style="margin-bottom:11.0px"> </p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif">Third Party Agency and Recruiter Notice:</span></span></p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif">Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.</span></span></p> <p style="margin-bottom:11.0px"> </p> <p style="margin-bottom:11.0px"><strong><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif">Grifols provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. We will consider for employment all qualified applicants in a manner consistent with the requirements of all applicable laws.</span></span></strong></p> <p> </p> <p><img src="https://staticweb.grifols.com/documents/675849/2554709/SuccesFactors_1020x93_jobposting_line_test.png/e2cffc87-a707-9e08-b5ef-081cae1f1ecf?t=1636640341637" width="100%"></p> <p><strong>Location: NORTH AMERICA : USA : NC-Clayton:USNC0002 - Clayton</strong> </p> <p> </p> <p><a href="https://www.grifols.com/en/what-we-do" target="_blank" rel="noopener">Learn more about Grifols</a></p> <p> </p>