Service Integration Manager

About AkzoNobel Since , we’ve been supplying the innovative paints and coatings that help to color people’s lives and protect what matters most. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than countries and use our expertise to sustain and enhance the fabric of everyday life. Because we believe every surface is an opportunity. It’s what you’d expect from a pioneering and long-established paints company that’s dedicated to providing sustainable solutions and preserving the best of what we have today – while creating an even better tomorrow. Let’s paint the future together. © Akzo Nobel N.V. All rights reserved. Job Purpose The role of the IT Service Integration Manager/ Service Catalogue Manager entails the design and enhancement of crucial IT Service processes for our extensive user base of over 35, individuals at AkzoNobel. Within a select and expert team, the Service Integration Manager plays a significant role in improving our overall IT performance. This team is responsible for streamlining, standardizing, globalizing, and automating IT Service Management (ITSM) processes within a comprehensive service environment.Key Accountabilities Processes Design, Implementation and Strategy Designs and optimizes high-volume, business critical ITSM processes. Drives seamless ITSM integration across teams and suppliers, focusing on automation and continuous improvement. Owns the end-to-end Request Fulfillment process within our Enterprise Service Management (ESM) platform (ServiceNow) Implement best practices for efficient Request Management, ensuring Service Level Agreements and customer satisfaction targets are met. Owns the vision, roadmap, and backlog for the ServiceNow Request Fulfillment module Prioritizes catalog enhancements based on business value, user input, and efficiency Governs the lifecycle of service catalog items, ensuring consistency, usability, and compliance. Collaborates with service owners to design and maintain catalog items that meet IT and business requirements. Actively participates in ServiceNow upgrades, new feature implementations and projects. Promotes a culture of documentation discipline and continuous learning within the ITSM team. What do you bring? Bachelor's degree or higher in Information Technology, Computer Science, or a related field 5-8 years of IT services experience in multinational companies with IT outsourcing. Proficiency in using ServiceNow platform. Hands-on experience with ServiceNow Request Fulfillment and Service Catalogue within the ITSM modules (preferably incl. other modules) Expertise in ServiceNow Service Catalog design, item creation, request workflows, automation and integration. Strong understanding of ServiceNow orchestration, including approvals, task routing, and notifications. Proven track record integrating ServiceNow with external vendors and systems in large, complex environments. Experience in software license management, preferably with ServiceNow, is a plus. Familiarity with reporting tools and databases, such as Excel, SQL, or BI tools, can be beneficial for data analysis and reporting. Familiarity with IT infrastructure, application landscapes, and service management principles. Experience with Agile methodologies ITIL v3/v4 certified. ServiceNow System Administrator certification. (optional but beneficial) ServiceNow Certified Implementation Specialist (CIS) in Request Management or Service Catalog preferred. Ability to translate business needs into technical requirements. Business acumen with a balance between technical and business perspectives. Cultural sensitivity and diversity appreciation. Excellent communication and stakeholder management abilities. Independent decision-making under pressure. Proactive approach to continuous improvement and staying updated with industry trends. Experience Workflow, Automation and Integrations Designs and implements complex workflows and automation in ServiceNow to boost efficiency and reduce manual tasks. Responsible for the “functional flow”, ensuring it works correctly and in line with the governance standards Collaborates with development teams to automate repetitive tasks and integrate systems across the enterprise. Works with functional and technical teams to implement and improve workflows, automation, and integrations. (including form design, UI policies, business rules, and flow orchestration.) Integrates automation logic with external systems for end-to-end request completion without manual intervention. Ensures compliance with data protection, security, and audit requirements. Manages and continuously optimizes ServiceNow orchestration for automated processes (e.g., approvals, provisioning, and others) Ensures smooth, reliable, and scalable integrations between ServiceNow and other enterprise systems to streamline the process Troubleshoots (with technical teams) and resolves integration issues promptly to ensure continued service requests delivery. Collaboration and stakeholders Acts as a subject matter expert for the ServiceNow platform and collaborates with cross-functional teams (e.g., IT, HR, etc.) to ensure successful implementation of service requests. Provides guidance and support to stakeholders on best practices for catalog development, request management, and automation. Collaborates with external vendors and system owners to ensure smooth integrations and data integrity. Facilitates workshops and feedback sessions to gather requirements and validate solutions. Communicates product updates, changes, and value delivered to stakeholders. Fosters a culture of IT knowledge sharing among stakeholders. Training and documentation Maintains up-to-date process documentation for Request Fulfillment and Service Catalog Develops and maintains comprehensive documentation for all ServiceNow workflows, integrations, and automation designs, ensuring accuracy and accessibility. Maintains documentation and governance processes for catalog item creation, modification, and retirement. Develops training guides and communications regarding new features, functionality, concepts. Conduct regular training sessions and knowledge-sharing workshops At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. Requisition ID: