Johnson Controls, a global 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, Service Now ITSM Operations & Process Governance is responsible for leading the enterprise ITSM operational processes delivered through the Service Now 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 Service Now-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 strategy, governance, and execution of Incident Management, Problem Management, Change Management, Major Incident Management, SLA Governance, and ITSM operational reporting.
- Establish and maintain enterprise ITSM process standards, policies, procedures, controls, and operational metrics aligned with ITIL best practices and business needs.
- Lead the continuous improvement roadmap for ITSM processes, shifting the organization from reactive ticket handling to predictive, automated, self-service, and experience-led service delivery.
- Drive measurable reduction of avoidable tickets, escalations, and manual coordination through proactive problem management, automation, knowledge reuse, and workflow optimization.
- Govern enterprise Change Management processes to improve change success rates, reduce service disruption, and strengthen risk management practices.
- Lead Major Incident Management governance, to ensure rapid restoration of service, consistent executive communications, high-quality post-incident reviews, and corrective action tracking.
- Strengthen SLA credibility through accurate data, clear ownership, compliance monitoring, executive transparency, and continuous improvement of service performance measures.
- Define and oversee operational dashboards, executive scorecards, KPI reporting, and Service Now performance analytics.
- Use operational data,



trend analysis, and Service Now insights to prevent demand, reduce recurring incidents, improve employee productivity, and increase service reliability.
- Partner with Service Now platform leadership to define requirements, prioritize enhancements, and improve ITSM capabilities through workflow optimization, automation, AI, and self-service initiatives.
- Own the operating model for ITSM automation, self-service adoption, virtual agent effectiveness, knowledge quality, workflow simplification, data quality, and measurable automation outcomes.
- Build a data-driven operational culture through reporting, insights, trend analysis, and service performance reviews.
- Develop operational governance forums and executive reporting processes that provide transparency into service health and organizational performance.
- Lead audit readiness efforts and ensure compliance with enterprise governance, risk, and regulatory requirements.
- Serve as the senior escalation point for enterprise operational process issues and cross-functional service management challenges.
- Recruit, develop, coach, and lead a global team of ITSM process managers, governance leaders, analysts, and operational specialists.
- Manage organizational budgets, resource planning, vendor relationships, and strategic initiatives related to ITSM process execution and governance.

Leadership Responsibilities

- Lead managers and senior individual contributors responsible for Incident, Problem, Change, Major Incident Management, SLA Governance, and Service Now operational reporting functions.
- Establish clear objectives, operational priorities, and performance expectations across the organization.
- Demonstrated experience leading AI-enabled, automated, self-service, virtual agent, knowledge-driven, and experience-led ITSM operating models.
- Build strong partnerships with Infrastructure, Applications, Cybersecurity, Enterprise Architecture, Digital Workplace, and Service Now Platform teams.
- Foster a culture of accountability, collaboration, continuous improvement, customer focus, and operational excellence.
- Provide executive-level communication and influence across senior leadership stakeholders.

Success Measures (Outcome-Based)

- Increased enterprise adoption, compliance, and consistent execution of Incident, Problem, Change, Major Incident, and SLA management processes.
- Improved ITSM process maturity through standardization, governance, automation, and continuous improvement initiatives.
- Reduced process exceptions, policy violations, and unmanaged operational activities across support organizations.
- Increased effectiveness of Problem Management through improved root cause identification, corrective action tracking, and reduction of recurring issues.
- Improved Change Management governance through stronger risk controls, policy adherence, and increased change success rates.
- Improved Major Incident Management effectiveness through standardized response procedures,



stakeholder communications, and timely post-incident review completion.
- Increased adoption and effectiveness of self-service, knowledge management, virtual agent, and automation capabilities across IT services.
- Improved quality, accuracy, and credibility of ITSM metrics, SLA reporting, operational dashboards, and executive scorecards.
- Increased use of operational insights and performance analytics to drive data-based decisions, service improvements, and demand reduction initiatives.
- Established sustainable governance frameworks, runbooks, standards, and accountability models that improve service reliability, employee experience, and organizational productivity.

Required Qualifications

- 10+ years of IT Service Management leadership experience within large, integral enterprise environments.
- 5+ years leading Sr Leads and global teams.
- Proven experience leading Incident, Problem, Change, Major Incident Management, SLA Governance, and operational reporting functions.
- Deep understanding of ITIL principles, service management governance, and operational excellence frameworks.
- Strong Service Now ITSM experience, including workflows, reporting, Performance Analytics, process optimization, AI-enabled operations, automation, knowledge management, self-service, and virtual agent capabilities.
- Proven ability to translate automation, AI, knowledge, and self-service capabilities into measurable service outcomes, including reduced demand, improved productivity, faster resolution, and improved user experience.
- Experience supporting large-scale Service Now platform transformations or modernization initiatives.

What do we offer?

- Comprehensive benefits package.
- Opportunities for professional growth and development.
- Supportive and inclusive work environment.
- Commitment to work-life balance and employee well-being.
- Engagement in meaningful projects that make a difference.

Johnson Controls does not request pregnancy or HIV testing as a condition for hiring, continued employment, or promotion, in accordance with its commitment to labor equality and non-discrimination.

Johnson Controls: Enhancing the Intelligence of Buildings Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission-critical data.
Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter.
A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since.

Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.

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