ITSM Training and Development Manager

The ITSM Training and Development Manager is responsible for planning, implementing, and evaluating learning programs to improve employee skills and knowledge on ITSM processes and tools. The role involves working with leaders and subject matter experts to identify training needs, design solutions, and measure the impact through Key Process Indicators (KPIs).

Requirements

• Strong written and verbal communication skills, to include reading, writing, and speaking in English.
• Active listening and instructional skills
• Adaptability - Adjust communication style to different audiences, situations, and communication channels.
• Provide constructive feedback to others and being open to receive feedback
• Solid working knowledge of MS Office applications, Outlook, Word, PowerPoint, Excel, etc.
• Maintain a professional demeanor and attitude in all communication interactions
• Minimum Qualifications: Bachelor’s degree in a relevant field or equivalent experience.
• Working knowledge of ServiceNow.
• 2+ years’ experience developing training materials and facilitating training sessions.
• Ability to work with a diverse team of users and IT professionals.
• Ability to lead and influence others in a matrixed organization.
• Strong organizational and time management skills.
• Knowledge and preferably a certification in the IT Infrastructure Library (ITIL)
• Preferred experience working with a global team across multiple regions and time zones.

Benefits

• Opportunities, training, and resources to build leadership and capabilities in Sales, Field, Engineering and Major Projects
• Employee Scholar Program, which sponsors colleagues to pursue degrees or certification programs