Senior Manager, ServiceNow & IT Help Chain

Howmet Aerospace Inc. (“Howmet”) is currently seeking a Senior Manager, ServiceNow & IT Help Chain to join our Global Information Systems (GIS) organization based at the Corporate Center in Pittsburgh, Pennsylvania.

Reporting to the Senior Director, Backoffice and Customer Services, this role is responsible for the operational delivery and strategic direction of Howmet’s global IT Help Chain. The Senior Manager will serve as the single point of accountability for end-to-end IT support services, ensuring an effective customer experience while driving continuous improvement, automation, self-service, and expanded use of ServiceNow.

Major Activities / Key Challenges:

• Maintain ServiceNow Release Management Processes and Procedures
• Ensure Level 1 third party service provider vendor is meeting or exceeding contractual obligations globally. 
• Deliver innovation and process recommendations, focusing on global alignment and operational improvements. 
• Overall Single Point of Accountability and decision maker for Global Help Chain 
• Lead large scale service delivery projects that support the strategic direction of the IT Help Chain 
• Business Process Owner for tools such as Fast Pass, ServiceNow and Moveworks
• Key contact and knowledge expert on the end-to-end Help Chain
• Manage and maintain Help Chain policies.
• Interact with Executive Productivity users and team that manages Executive Productivity 
• Continue to modernize our tools to advance usage in self-service to increase usage 
• Act as the ITIL champion both within Howmet corporate IT (GIS) and Howmet business units.
• Owns and governs the enterprise configuration management database. (CMDB)
• Moves Howmet forward as it pertains to the design and organization of our CMDB data by utilizing the common service data model, discovery and service mapping.

Major Customers:

• Howmet employees and computer users globally

• Business Unit IT organizations

• Corporate IT and GIS leadership

• Executive Productivity team

• Third-party service providers and technology suppliers

• Cross-functional IT teams

Basic Qualifications:

• Bachelor's Degree in Information Systems, Computer Science, Software Engineering from an accredited institution or 7 years of relevant IT experience in lieu of a degree.
• Experience in IT Service management, service delivery, Service Desk operations, Service Now and/or ITIL Methodology.
• Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Preferred Qualifications:

• Experience with ServiceNow and IT Service Management (ITSM) processes; ITIL knowledge or certification preferred. Experience leading an enterprise or global Service Desk, Help Desk, or IT service delivery function.
• Experience managing third-party service providers, including SLAs, KPIs, escalations, and continuous improvement.
• Experience with ServiceNow release management, governance, enhancements, or platform roadmap activities.
• Project Management experience, PMP certification preferred.
• Strong background in customer service orientation with a focus on execution, and measurable results.
• Exceptional communication skills including written, verbal, and listening skills.

Salary range: $125k – 140k/year approximation (Actual compensation is subject to variation due to factors such as education, experience, skillset, and/or location).

Compensation and Benefits:

If a pay range is identified for this job, it is based on a good faith estimate at the time of this posting. Actual compensation is subject to variation due to factors such as education, experience, skillset, market/business considerations, and/or location. 

Howmet Aerospace offers a competitive benefits package to support the health, financial well-being, and professional growth of our employees. Benefits include: 

• Comprehensive medical, prescription, dental, and vision benefits coverage, including FSA and HSA account options 
• Pre-tax and Roth 401(k) retirement savings plans offering employer matching funds and a separate employer retirement contribution 
• Paid holidays and vacation time (eligibility, accrual, and usage are discretionary and governed by applicable policies)
• Paid parental leave and adoption assistance programs 
• Life insurance and disability coverage plans 
• Optional coverage plans for auto, home, legal, identity theft, and pet insurance 
• Tuition Assistance Program and ongoing professional development opportunities 
• Employee Assistance Program (EAP) 

Our Story:

Howmet Aerospace Inc. (NYSE: HWM), headquartered in Pittsburgh, Pennsylvania, is a leading global provider of advanced engineered solutions for the aerospace and transportation industries. Our primary businesses focus on jet engine components, aerospace fastening systems, titanium structural parts and forged wheels. With $8.3 Billion in revenue in 2025, our products play a crucial role in enabling fuel efficiency and lightweighting, contributing to our customers’ success and making a positive impact on the world. To learn more about the way Howmet Aerospace Inc. is advancing the sustainability of our customers, markets, and communities where we operate, review the 2025 Environmental Social and Governance report at www.howmet.com/esg-report. Follow: LinkedIn, Twitter, Instagram, Facebook, and YouTube.

Equal Opportunity Employer:

Howmet is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other applicable legally protected characteristics.

If you need assistance to complete your application due to a disability, please email:  [email protected]