Itsm Training & Development Manager

Otis Elevator Co.; Fortaleza; Presencial; BRL 180 000 - 240 000; Tempo integral

Resumo da oferta

Otis Elevator Co. is seeking an ITSM Training & Development Manager to design and oversee the organization’s ITSM learning strategy.

You will drive process adoption and continuous service improvement across ITIL domains, partnering with process owners and platform teams to build role-based programs. The role focuses on training governance, competency frameworks, and KPI measurement to ensure compliance and operational excellence.

Qualificações

• Bachelor's degree or higher in a related field.
• 4+ years of ITSM, learning & development, organizational change management, or related disciplines.
• 3+ years delivering enterprise training programs.
• Strong knowledge of ITIL processes and service management best practices.
• Experience supporting ServiceNow or comparable ITSM platforms.
• Ability to design and facilitate instructor-led, virtual, and self-paced learning programs.
• Experience managing multiple initiatives in a fast-paced enterprise.

Responsabilidades

• Design and lead ITSM training & development strategy across ITIL domains and platforms.
• Establish training standards, governance, and competency frameworks.
• Partner with ITSM Process Owners to identify learning gaps and priorities.
• Define KPIs to measure training effectiveness and business outcomes.
• Ensure learning aligns with ITIL best practices and compliance requirements.
• Develop role-based learning journeys for ITSM practitioners, managers, and stakeholders.
• Create engaging training materials, facilitator guides, e-learning content, knowledge articles, videos, and workshops.
• Maintain centralized ITSM curriculum and continuous content updates.

Conhecimentos

ITIL knowledge

ServiceNow experience

Instructor-led training

Stakeholder management

Learning program design

Formação académica

Bachelor's degree in Business/IT/Education/Organizational Development

Ferramentas

ServiceNow

Knowledge management systems

e-learning tools

Descrição da oferta de emprego

The ITSM Training & Development Manager is responsible for designing, leading, and continuously improving the organization's IT Service Management (ITSM) learning and development strategy. This role ensures IT teams, process owners, service delivery personnel, and business stakeholders possess the knowledge, skills, and capabilities required to effectively execute ITSM processes and leverage enabling technologies within ServiceNow.

The successful candidate will establish a comprehensive training framework that drives process adoption, operational excellence, compliance, and continuous service improvement across Incident Management, Problem Management, Change Enablement, Request Management, Knowledge Management, CMDB, Service Catalog, and other ITSM disciplines.

This position serves as the primary liaison between ITSM process owners, platform teams, operational leaders, and learning partners to develop role-based learning programs that support organizational goals and digital transformation initiatives.

Key Responsibilities

• Develop and maintain the enterprise ITSM training and capability development strategy.
• Establish ITSM learning standards, governance models, and competency frameworks.
• Partner with ITSM Process Owners to identify training gaps and learning priorities.
• Define metrics and KPIs to measure training effectiveness, adoption, and business outcomes.
• Ensure learning programs align with ITIL best practices, organizational policies, and compliance requirements.

Training Program Development

• Design and deliver role-based learning journeys for ITSM practitioners, managers, and stakeholders.
• Create engaging training materials, facilitator guides, e-learning content, knowledge articles, videos, and workshops.
• Develop onboarding programs for new employees supporting ITSM processes and platforms.
• Maintain a centralized ITSM curriculum and training repository.
• Continuously update content to reflect process changes, system enhancements, and industry best practices.

Performance & Continuous Improvement

• Conduct learning needs assessments and capability gap analyses.
• Monitor learner performance, training participation, certification attainment, and effectiveness metrics.
• Gather feedback through surveys, workshops, and stakeholder engagement activities.
• Implement continuous improvements to training content, delivery methods, and learning experiences.

Knowledge Management

• Partner with Knowledge Management teams to promote documentation standards and knowledge-sharing practices.
• Develop training materials that enhance self-service adoption and knowledge utilization.
• Support the creation and maintenance of operational documentation, standards, and process guides

Required Qualifications

• Bachelor's degree in Business, Information Technology, Education, Organizational Development, or a related field.
• 4+ years of experience in IT Service Management, Learning & Development, Organizational Change Management, or related disciplines.
• 3+ years of experience developing and delivering enterprise training programs.
• Strong knowledge of ITIL processes and service management best practices.
• Experience supporting ServiceNow or comparable ITSM platforms.
• Demonstrated ability to design and facilitate instructor-led, virtual, and self-paced learning programs.
• Experience managing multiple initiatives in a fast-paced enterprise environment.
• Excellent communication, presentation, facilitation, and stakeholder management skills.

Preferred Qualifications

• ITIL 4 Foundation or higher certification.
• ServiceNow Certified System Administrator (CSA) or related certification.
• Experience supporting CMDB, CSDM, Change Enablement, Problem Management, and Service Operations initiatives.
• Familiarity with Agile delivery methodologies