[Hiring] IT Operations Manager @Terumo BCT, Inc.

Role Description

Under the general guidance of the Enterprise IT Service Management CoE Lead, the IT Operations Management (ITOM) Manager role is a technical leadership position focused on driving the operational maturity, governance, and performance of ServiceNow’s ITOM modules — including Discovery, CMDB, Service Mapping, Event Management, and the Common Service Data Model (CSDM).

Key to the role is ensuring the trustworthiness of the CMDB as a foundational enterprise dataset, enabling impact analysis, service visibility, operational reporting, ITOM outcomes, and audit readiness.

Essential Duties

• Lead and mature ITOM capabilities: Guide teams beyond initial implementation into sustained operational excellence, expanding discovery coverage, improving CMDB data quality, enabling automation, and reducing operational labor.
• Integration & automation: Develop and maintain integrations with external systems (e.g., monitoring tools, CMDB feeders) and automate workflows to improve efficiency.
• Collaboration: Work with infrastructure, cloud, security, and application teams to ensure reliable discovery, strong CMDB governance, and actionable service visibility.
• Governance & standards: Enforce CI class modeling, data governance, and alignment with security, risk, and enterprise standards.
• CMDB Ownership: Hands-on ownership of the global CMDB, including defining standards and naming conventions, monitoring, reporting, and remediation.
• Mentorship: Manager over the ServiceNow Discovery Lead position.

Qualifications

• Bachelor’s degree in Computer Science or equivalent education and experience.
• ITIL Foundation or higher certification.
• 7+ years of IT experience in enterprise infrastructure and cloud environments (AWS, Azure, GCP).
• 3–5+ years working with CMDB, Configuration Management, ITSM, ITOM, or Service Asset & Configuration Management.
• Experience administering or governing CMDBs.
• Experience within a multinational enterprise environment.
• Experience with Configuration Management governance and operational processes.
• Preferred experience in ServiceNow modules: CMDB, CSDM, Service Mapping, Event Management, Discovery.
• Deep understanding of networking, operating systems, and modern infrastructure concepts.
• ServiceNow CMDB, Discovery, Service Mapping, CSDM, ITIL Service Asset & Configuration Management.
• Infrastructure and Cloud Technologies, ITSM and ITOM Processes, Data Governance and Data Quality Management.

Requirements

• ITIL Foundation or higher certification.
• ServiceNow certifications such as Certified System Administrator, Certified Implementation Specialist (ITSM/ITOM/CSM) preferred.

Benefits

• Competitive total reward offerings including compensation, benefits, and recognition programs.
• Multiple group medical, dental, and vision plans.
• Robust wellness program, life insurance, and disability coverages.
• Variety of voluntary programs such as group accident, hospital indemnity, critical illness, and pet insurance.
• 401(k) plan with a matching contribution.
• Vacation and sick time programs for associates.