Sr Manager, Service Management

Adopt and execute enterprise service catalog standards, templates, and data requirements defined by ESM.Maintain the function's service catalog entries, ensuring accuracy, completeness, and alignment with agreed SLAs and service definitions.Coordinate with Service Owners to gather and validate service information and updates.Ensure service catalog entries are properly configured and maintained within ServiceNow.Conduct periodic catalog reviews and quality checks to identify gaps or inconsistencies.Partner with the Enterprise Service Management Service Catalog team to support enhancements, structural updates, and standardization initiatives.Support new service onboarding, and existing service changes and retirements through accurate catalog maintenance.Support and facilitate functional service review forums, documenting outcomes, risks and actionsPrepare service performance dashboards, reports, and materials for recurring service reviewsScope and submit new demand requestsDefines service criticality and business continuity attributes and ensures BCPs are in place for critical servicesProvide oversite over knowledge management and continuous improvement initiatives, overseeing a team of two. Knowledge and Skill

Bachelor's degree required.46 years of experience in service management, service catalog management, or operational support within a global or shared services environment.Minimum 12+ years of working experience is mandatoryExperience working with ServiceNow or similar enterprise service platforms.Strong organizational skills and attention to detail.Ability to coordinate across service owners, functions, and central teams.Strong written and verbal communication skills.Comfortable operating in structured governance and data driven environments. .