Senior Manager, ITSM Processes and Platforms

Position Overview Novelis is one of the world leaders in aluminum recycling and rolling and a leading sustainable aluminum solutions provider. Driven by our purpose of shaping a sustainable world together, we work alongside our customers to provide innovative solutions to the aerospace, automotive, beverage packaging and specialty markets. Headquartered in Atlanta, Georgia, Novelis has approximately 13,000 employees in 32 operating facilities on 4 continents. Responsibilities & Qualifications The Senior Manager, ITSM Processes and Platforms is accountable for defining and leading the overall strategy, governance, and transformation of the IT Service Management (ITSM) function across the enterprise. This role develops the ITSM vision and roadmap and leads the organizational change needed to elevate maturity and align service management to business objectives. It owns ServiceNow as an enterprise platform serving multiple IT and Functional partners, driving consolidation of the IT ecosystem onto it and assuming ownership of adjacent tools where appropriate.ResponsibilitiesITSM Strategy & GovernanceDevelop the comprehensive ITSM strategy and roadmap for the enterprise, aligned with corporate objectives and industry standards.Be responsible for the ITSM governance model, including roles and responsibilities, policies, controls, metrics, and critical issue procedures.Drive adoption of ITIL/ITSM frameworks and continuous improvement practices across all domains (incident, problem, change, request, release, etc.).Oversee performance measurement, reporting, root-cause analysis and improvement programs for ITSM.Ensure compliance with regulatory, audit, security and internal control requirements within ITSM practice.ITSM Tools & ProcessesLead the selection, implementation and ongoing optimization of ITSM tools, ensuring integration with other IT and business systems.Be responsible for the ServiceNow platform as a shared enterprise foundation, including architecture, release governance, and upgrade readiness.Set and govern standards to run a multi-module multi-vendor ServiceNow platform evolution for long-term success.Implement and optimize processes for incident, problem, change, request, release, configuration and service catalog management.Drive automation, AIOps, and self-service through the ITSM toolset.Lead ITSM technology vendors and partners in support of the strategy and transformation.Organizational Change & Stakeholder EngagementLead organizational change and communication to embed ITSM practices, including training, coaching and team member engagement.Collaborate with multi-functional teams (Infrastructure, Applications, Security, PMO, business) to enable end-to-end service management across the enterprise.Represent I&O in PMO and Architecture forums and processes.Foster a service culture and champion the customer experience inherent to high quality ITSM.Minimum QualificationsBachelor’s degree in Information Technology or related field, or equivalent experience.12+ years of IT experience including significant ITSM strategy, transformation or leadership.Extensive knowledge of ITIL (v3/v4) or equivalent ITSM frameworks and their strategic deployment.Consistent track record implementing ServiceNow and ITSM tools and undertaking organizational change for service management adoption.Strong customer management and communication skills, with ability to influence at the executive level.Experience leading technology partners and vendors in ITSM context.Analytical and strategic mentality with ability to translate business needs into ITSM strategy.Please note that we are unable to provide visa sponsorship for this position. Candidates must be legally authorized to work in the United States without the need for current or future sponsorshipWhat We OfferThis role offers a hybrid schedule. Novelis values the need for flexibility and balance for employees and is committed to a Flex Work approach that empowers employees to maintain work-life balance while enjoying the benefits of a collaborative office environment. Novelis values the need for flexibility and balance for employees.Novelis benefits say a lot about how we care for each other. Our employees and their families have many different needs. As a result, our benefits offer choices on many levels and are high in quality, competitive in the marketplace, and affordable. These are a few of the benefits we offer to support you and your family’s well-being:Medical, dental and vision insuranceHealth savings accounts – Company Funded Health Savings Account (HSA) and Health Reimbursement Account (HRA)Flexible Spending Account (FSA)Company-paid basic life insurance and Additional voluntary life coveragePaid vacation and competitive personal time off401(k) savings plan with company matchRetiree Medical Plans – medical and prescription drug coverage through Novelis sponsored Retiree Health AccessRetirement Savings AccountEmployee assistance programs – available 24/7 to you and your familyWellness and Work Life Support - career development and educational assistance!#LI- AC1#LI- Hybrid Location Profile Novelis’ Global Corporate and North America Headquarters is located in the Buckhead neighborhood of Atlanta GA employing around 700 people. Supporting it’s 31 operations worldwide Novelis’ corporate office is home to the executive leadership team and global functions that support the automotive beverage can and high-end specialties value streams. The City of Atlanta provides a diverse and family-friendly place to live with countless museums cultural organizations and educational institutions including the Georgia Aquarium Woodruff Arts Center CNN Center Georgia Tech and Mercedes-Benz Stadium. In the Atlanta area Novelis has strong community partnerships with Atlanta Habitat for Humanity GeorgiaFIRST and Agape Youth and Family Center in addition to many local museums and community groups.Novelis recognizes its talented and diverse workforce as a key competitive advantage. Novelis provides equal employment opportunities to all employees and applicants.All terms and conditions of employment at Novelis including recruiting hiring placement promotion termination layoffs recalls transfers leaves of absence compensation and training are without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal provincial or local laws. Disclaimer We encourage all potential candidates to follow the protocols below and to be diligent when sharing any personal information:1. Check the job posting is live and valid via our careers page: Careers - Novelis2. Verify any communication with us by contacting our talent team at Careers - NovelisJob SummaryID: 2026-52926Job Type: StandardSchedule: Full TimeCity: AtlantaState/Province: GeorgiaCountry: US