Manager IT Cross Functional Services

Responsible for implementing and supporting IT service management processes to ensure compliance and efficient delivery of IT services. Act as a liaison between all cross-functional services under ITSM umbrella. 

-Support the Cross-Functional services across the IT organization including but not limited to Incident Management Problem Management Change & Release Management Service Request Fulfillment Configuration Management (CMDB) Knowledge Management 

-Create and maintain the ITSM processes that cover Incident Management Problem Management Change & Release Management Service Request Fulfillment Configuration Management (CMDB) Knowledge Management 

-Support event management 

-Support the governance and continual improvement of IT service delivery 

-Partner with ServiceNOW team to support processes and Dashboard related improvements  

-Report on achievement of SLAs KPIs for service performance based on what was defined for the organization 

-Manage a team of ITSM process owners/leads for service management related topics. 

-Support service-level improvement initiatives 

-Support process improvement/creation initiatives throughout all functions within infrastructure & Operations 

-Ensure adherence to compliance frameworks (e.g. SOX) by managing audits and producing documentation as needed. 

-Support the configuration development and maintenance of the ServiceNow platform across the organization 

Required Qualifications:  

-Bachelors degree or higher in IT Management; Computer Science Computer Information Systems or related field. 

-8 years of experience in IT field as it relates to ITSM specific roles. 

-3 years of experience in a managerial role within IT 

-ITIL 3.0 or above Certification 

-Experience working with audits (internal/external) specifically as it relates to SOX 

-5 years of experience working with ServiceNOW environment/tool 

-Excellent communication and interpersonal skills as it relates to working with Executive leadership and staff/analysts. 

Preferred Qualifications: 

-SNOW Certification 

-Agile Certification 

-Ability to think outside the box and offer creative solutions to help innovate ITSM within the organization. 

-Willingness to identify gaps and improve with solutions 

Qualifications: 

Qualifications :

Qualifications: 

• Education:Bachelors degree in Computer Science Information Technology or a related field. A Masters degree is preferred. 

• Experience:Minimum of 13 years of experience in (Insert function here) or a similar role with at least 5 years of experience managing offshore technical teams. 

• Technical Skills:Strong understanding of software development IT infrastructure and project delivery methodologies. 

• Leadership Skills:Proven ability to lead and inspire technical teams with excellent interpersonal and communication skills. 

• Problem-Solving:Strong analytical and problem-solving abilities with a proactive approach to addressing challenges. 

Additional Information :

Dont meet every single requirement At Mattel we are dedicated to an inclusive workplace and a culture of belonging. If youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth optimism and wellbeing where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility our focus is to optimize performance and drive connection for moments that matter.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands including Barbie Hot Wheels Fisher-Price American Girl Thomas & Friends UNO Masters of the Universe Matchbox Monster High MEGA and Polly Pocket as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys content consumer products digital and live experiences. Our products are sold in collaboration with the worlds leading retail and ecommerce companies. Since its founding in 1945 Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattels award-winning workplace culture has been recognized by Forbes Fast Company Newsweek Great Place to Work TIME and more.

Visit us at  is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers and all applicants will receive consideration for employment.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy

Remote Work :

No

Employment Type :

Full-time