IT Service Management Manager, Googler Technology and Engineering

Technical support for a technology company is a big task. As the Corporate Operations Engineer within the IT Support Technician team, your mission is to enable the people and technology that keep Google running. Your team provides the front line user support for all of our internal tools and technologies. Beyond the day-to-day, the team will contribute to longer-term technical projects, process improvement and the documentation efforts that help make the Google magic happen. At Corp Eng, we build world-leading business solutions that scale a more helpful Google for everyone. As Google’s IT organization, we provide end-to-end solutions for organizations across Google. We deliver the right tools, platforms, and experiences for all Googlers as they create more helpful products and services for everyone. In the simplest terms, we are Google for Googlers.

Responsibilities

• Define, own, and architect domain strategies as a thought leader in collaboration with leadership across teams and influence the direction and priority of product, systems, or service features.
• Serve as the principal Practitioner for Change Enablement for the Supplier Management Office (SMO) architecting the Change Enablement governance, and leading a high-impact Change Advisory Board (CAB).
• Engineer a sophisticated, multi-speed Change Enablement ecosystem. Harmonize the high-velocity requirements of software engineering with the structured needs of corporate functions, ensuring seamless delivery across the entire enterprise.
• Pioneer the transition to "Change-as-Code," leveraging ServiceNow and Continuous Integration/Continuous Deployment integration to eliminate manual tollgates while enhancing technical integrity and engineering velocity.
• Cultivate a full-spectrum ITSM practice within the SMO, scaling capabilities across the full suite of ITSM practices, including Incident, Problem, Change, Request, Knowledge and Client Side Instrumentation (CSI).

Minimum qualifications:

• Information Technology Infrastructure Library Managing Professional (MP) or Information Technology Infrastructure Library Strategy Leader (SL) certifications.
• 10 years of leadership experience across multiple previous jobs, or an extended executive tenure within decentralized organizations.
• Experience to drive enterprise level transformation across ITSM.
• Experience in implementing AI Operations and Generative AI capabilities, such as Now Assist and AI Agent Studio, to automate operational tasks.

Preferred qualifications:

• Experience with IT Service Management (ITSM) applied strategically to a modern business context.
• Experience with service management principles that are not just theoretical.
• Familiarity with enterprise platform capabilities, advocating for "Out of the Box" alignment and predictive intelligence for safe change enablement.