ServiceNow & ITSM Leader — AI-Driven Helpdesk (Remote)
Polaris Industries Inc.
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Job summary
Polaris Industries Inc. is seeking a Senior Manager for IT Service Management & ServiceNow to lead global Service Desk operations and act as the product owner for the ServiceNow platform.
You will drive ITSM performance, CMDB and CSDM maturity, and AI-enabled support in a large, multinational environment. You will set strategic direction for a multi-year transformation, partnering with business and technology teams to deliver value, governance, and optimal service experiences across the
Qualifications
- Bachelor's degree in IT, Business, or a related field.
- 10+ years of progressive experience in Service Desk leadership or IT service management.
- 5+ years leading people and global support operations.
- Experience as a product/platform owner for ServiceNow or similar platform.
- Experience with CMDB governance and CSDM in a complex enterprise.
- Knowledge of incident, request, knowledge, major incident, change, and service catalog.
Responsibilities
- Lead global Service Desk and IT service management performance.
- Own the ServiceNow product vision, backlog, and adoption across the enterprise.
- Govern ServiceNow platform with cross-functional alignment on priorities.
- Advance enterprise CMDB and CSDM governance and ownership models.
- Lead AI-enabled Service Desk transformation with self-service and automation.
- Monitor metrics like SLA attainment, first-contact resolution, and platform value.
- Collaborate with business and technology teams to govern Tier 1 applications and escalations.
Skills
Education
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Job description
Polaris Industries Inc. is seeking a Senior Manager for IT Service Management & ServiceNow to lead global Service Desk operations and act as the product owner for the ServiceNow platform.
You will drive ITSM performance, CMDB and CSDM maturity, and AI-enabled support in a large, multinational environment. You will set strategic direction for a multi-year transformation, partnering with business and technology teams to deliver value, governance, and optimal service experiences across the
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