Global IT Help Chain Leader — ServiceNow & ITSM

Howmet; Pittsburgh (Allegheny County); Hybrid; USD 125,000 - 140,000; Full time

Job summary

Howmet Aerospace Inc. in Pittsburgh seeks a Senior Manager, ServiceNow & IT Help Chain to lead the global GIS IT help services, ensuring end-to-end support and strong customer experience.

You will drive release management, vendor governance, and continuous improvement across ServiceNow, Fast Pass, Moveworks, and related tools, partnering with executives and third-party providers.

This role offers hybrid work at our Pittsburgh center and the opportunity to shape enterprise IT service delivery.

Qualifications

• Bachelor's degree or 7 years IT experience.
• Experience in IT Service management, service delivery, Service Desk operations, Service Now and/or ITIL.
• Employees must be legally authorized to work in the United States. Visa sponsorship is not available.

Responsibilities

• Maintain ServiceNow Release Management Processes and Procedures.
• Ensure Level 1 third party service provider vendor is meeting or exceeding contractual obligations globally.
• Deliver innovation and process recommendations, focusing on global alignment and operational improvements.
• Overall Single Point of Accountability and decision maker for Global Help Chain.
• Lead large scale service delivery projects that support the strategic direction of the IT Help Chain.
• Business Process Owner for tools such as Fast Pass, ServiceNow and Moveworks.
• Key contact and knowledge expert on the end-to-end Help Chain.
• Manage and maintain Help Chain policies.
• Interact with Executive Productivity users and team that manages Executive Productivity.
• Continue to modernize our tools to advance usage in self-service to increase usage.

Skills

IT Service Management

Service Desk Operations

Vendor Management

Customer Focus

Communication Skills

Strategic Leadership

Education

Bachelor's Degree or 7 years IT experience

Tools

ServiceNow

ITIL Knowledge

Release Management

PMP Certification

Job description

Howmet Aerospace Inc. in Pittsburgh seeks a Senior Manager, ServiceNow & IT Help Chain to lead the global GIS IT help services, ensuring end-to-end support and strong customer experience.

You will drive release management, vendor governance, and continuous improvement across ServiceNow, Fast Pass, Moveworks, and related tools, partnering with executives and third-party providers.

This role offers hybrid work at our Pittsburgh center and the opportunity to shape enterprise IT service delivery.