Lauren Stoewer

The ITSM Service Manager/Platform Owner is responsible for delivering value through the Service Now platform, and the execution of services (internal/external) and processes carried out by the platform technology.

This role is responsible for vision and priorities of improvements to the platforms and all associated feature/function/capabilities delivered in support of the ITSM processes.

The role sets a clear vision for the platform and is responsible for delivering a product roadmap with a multi-generation platform strategy, which improves return on investment by identifying and prioritizing the product features by business value.

· Maintains knowledge of product enhancements, vendor road maps, and product user community discussions.

· Understands technology process area accepted industry leading practices and ServiceNow product management industry leading practices.

· Assesses platform upgrades, new features, and enhancements to determine usability and business value. Ensures that derived value can be effectively deployed and supported.

· Ownership of product backlog/demand – A liaison between business and IT responsible for collecting new demand from business stakeholders and prioritization with ITSM Governance when appropriate

· Partners with stakeholders and customers across the organization to inform the product vision, strategy, features, and prioritization.

• Develops, owns, and executes the product roadmap in alignment with ITSM Governance.
• Works with user-focused departments to define the self-service user experience, support, and monitoring for customers.

· Supports stakeholders and customers through product releases and platform upgrades.

· Maintains and improves stakeholder communication channels

· Coordinates and collaborates with a diverse global team to achieve outcomes.

· Collaborates with external partners, third party suppliers, and internal teams as needed to properly develop and maintain owned product(s); and, Communicates and presents business and technical information cogently to a wide variety of audiences.

The Service Execution Manager for the platform performs the day-to-day overall management service delivery of the process, closely collaborating with key partners across the business to ensure that the execution of operational services delivered through the ServiceNow platform are enabled and supported (run). This oversite requires ensuring that various functions whether internal or external are executing according to the service platform design/functionality and enabling the effective execution of ITIL processes as supported by the platform.

· Interfaces with multiple outsourced providers as well as internal global teams and ITIL process owners, Event Management, Incident, Problem, Change, Service Request etc.

· Coordinates and/or plays a key role in ServiceNow product support, implementation, or process execution ownership.

· Balances between IT standards and strategies and business need to guide well-informed decisions.

· Leads the assessment of the technical and economic feasibility of proposed roadmaps or service integrations and provides appropriate recommendations using a data driven/fact-based approach to translate cost to value recognition, industry trends, internal benchmarking, and vendor relationships.

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