Manager IT - Cross Functional Services

Location: Prakāshamnagar

CREATIVITY IS OUR SUPERPOWER.  It's our heritage and it's also our future. Because we don't just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day.

We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

The Team:
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 Service

NOW 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 Service Now platform across the organization

Required Qualifications

Bachelor's 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 Service

NOW 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

Education  Bachelor's degree in Computer Science, Information Technology, or a related field. A Master's 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.

Don't meet every single requirement At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you're excited about this role but your past experience doesn't 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…