Johnson Controls, a general leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.
For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.
Role Overview
The Senior Manager, ServiceNow ITSM Operations & Process Governance is responsible for leading the enterprise ITSM operational processes delivered through the ServiceNow platform, including Incident Management, Problem Management, Change Management, Major Incident Management (MIM), SLA Governance, operational reporting, and AI-enabled service delivery.




This role is accountable for shifting ITSM from reactive ticket handling to predictive, automated, self-service, and experience-led operations. The manager drives service reliability, employee productivity, demand prevention, automation effectiveness, virtual agent outcomes, knowledge quality, workflow simplification, and measurable reduction of avoidable tickets, escalations, and manual coordination.
The manager serves as the functional and operational leader for ITSM process governance and ServiceNow-enabled workflows, partnering with executive leadership, technology teams, service owners, Digital Workplace, and platform teams to improve user experience, operational efficiency, service performance, and business value.
This position leads a team of process managers, analysts, and operational leaders responsible for enterprise ITSM capabilities, reporting, governance, and continuous service improvement.
Key Responsibilities
Own the enterprise s

📌 ITSM Manager (Monterrey)
🏢 Johnson Controls
📍 Monterrey