Itsm Training & Development Manager

Otis Elevator Co.; Porto Alegre; Presencial; BRL 140 000 - 240 000; Tempo integral

Resumo da oferta

Otis Elevator Co. seeks an ITSM Training & Development Manager to design and lead the learning strategy for ITSM processes across Incident, Problem, Change Enablement, and more. You will drive adoption, governance, and continuous improvement, partnering with process owners and platform teams.

The role requires 4+ years in ITSM or related fields, strong ITIL knowledge, and experience building role-based learning programs in a fast-paced enterprise.

Qualificações

• Bachelor's degree or higher in a related field.
• 4+ years in ITSM, L&D, or change management.
• 3+ years building enterprise training programs.
• Strong knowledge of ITIL and service management best practices.
• Experience supporting ServiceNow or similar ITSM platforms.
• Ability to design and deliver instructor-led, virtual, and self-paced programs.
• Experience managing multiple initiatives in a fast-paced enterprise.

Responsabilidades

• 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 outcomes.
• Ensure programs align with ITIL, policies, and compliance requirements.
• Design and deliver role-based learning journeys for ITSM practitioners, managers, and stakeholders.
• Create materials, facilitator guides, e-learning content, knowledge articles, videos, and workshops.
• Develop onboarding programs for new employees supporting ITSM processes.
• Maintain a centralized ITSM curriculum and training repository.
• Continuously update content to reflect process changes and best practices.
• Promote documentation standards and knowledge-sharing practices with KM teams.

Conhecimentos

ITSM knowledge

ServiceNow

Learning design

Facilitation

Stakeholder management

Communication

Formação académica

Bachelor's degree (Business, IT, Education, Organizational Development)

Ferramentas

ServiceNow

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

ITSM Learning Strategy & Governance

• 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.
• Project management experience
• Familiarity with Agile delivery methodologies