IT Service Management Learning and Development Specialist
About the Role:
The ITSM Training and Development Manager is responsible for planning, implementing, and evaluating learning programs to enhance employee skills and knowledge on ITSM processes and tools. You will work closely with leaders and subject matter experts to identify training needs, design solutions, facilitate training via various methods, and measure the impact through Key Process Indicators (KPIs).
Key Responsibilities:
* Conduct Needs Assessments – Identify training needs through surveys, interviews, and consultations.
* Design and create training materials, quick reference guides, including online modules and course content.
* D 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.
Essential Skills and Qualifications:
* Strong written and verbal communication skills, including reading, writing, and speaking in English.
* Active listening and instructional skills.
* Adaptability – Adjust communication style to different audiences, situations, and communication channels.
* Provide constructive feedback to others and be open to receiving feedback.
* Solid working knowledge of MS Office applications, Outlook, Word, PowerPoint, Excel, etc.
* Maintain a professional demeanor and attitude in all communication interactions.
Minimum 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.
* Ability to lead and influence others in a matrixed organization.
* 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.