IT Service Management Training and Development Lead
Role Overview:
The ITSM Training and Development Manager is responsible for planning, implementing, and evaluating learning programs to enhance employee skills and knowledge on IT service management processes and tools. This role involves working with leaders and subject matter experts to identify training needs, design solutions, facilitate training via various methods, and measure the impact through Key Performance Indicators (KPIs).
A Typical Day:
* Conduct Needs Assessments – Identify training needs through various methods, such as surveys, interviews, and consultations.
* Design and create training materials, quick reference guides, including online modules and course content.
* Deliver training sessions, conduct orientations, and provide on-the-job training.
* Collaborate with all levels of management and other departments to ensure alignment with organizational goals.
* Partner with regional leaders to accommodate training in various local languages.
* Monitor and report on the effectiveness of training programs and make recommendations for improvement.
Key Responsibilities:
* Develop and implement comprehensive training strategies to improve employee skills and knowledge.
* Design and deliver training programs that meet the needs of diverse audiences.
* Collaborate with subject matter experts to create engaging and effective training content.
* Measure the impact of training programs and make data-driven decisions to improve future training initiatives.
Requirements:
* Bachelor's degree in a relevant field or equivalent experience.
* Working knowledge of ServiceNow.
* 2+ years' experience developing training materials and facilitating training sessions.
* Ability to work with a diverse team of users and IT professionals.
* Strong organizational and time management skills.
* Knowledge and preferably a certification in the IT Infrastructure Library (ITIL).
* Preferred experience working with a global team across multiple regions and time zones.