Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Team summary:
work with IT L1/L2/QC and function support teams to provide consistent and valuable service to end users/business teams by establishing the service management systems including service catalogue construction/iteration, service measurement system and quality assurance system, monitoring the operation status regularly or on demand , providing the working instruction , policy and standard to operation team.

We are looking for a senior expert in IT Service management dedicated to evolving the best practices for global IT service management.

Location: SF Bay or LA

Responsibilities:

• Draft and continuously improve service standards and processes, keep on monitoring the execution procedure, and continuously improve the service level of the global IT team.
• Provide analytical data on a regular basis or on demand to assist management decision-making and local process optimization.
• Implement the service management system in non-China regions, including service catalog design, service fulfillment process design, feedback and evaluation system construction.
• Establish a win-win mechanism for cooperation with other overseas IT teams.
• The concept and method of service management can be abstracted into product requirements to cooperate with the Product R & D team to iterate on tools.
• Abstract the concept and method of service management and work with product and R & D team for tool iterations.

Qualifications

• Bachelor degree or above, computer and science major is a plus.
• 5 + years of work experience in service management (ITSM) or operations management ( ITOM ).
• Familiar with IT Service management related methodologies (ITIL , Cobit, etc.) but not stick to traditional ideas.
• Basic development capabilities for certain types of BI tools (such as Power BI, tableau, or big data platforms such as Splunk, either is sufficient)
• Passionate, experienced in global service management, willing to work across time zones.
• Responsible, able to maintain work rhythm and continuous output under pressure, and be result-oriented.
• Project implementation experience with ServiceNow or BMC Remedy is preferred.
• Familiarity with one of the project management methods ( PMP or Prince2) is a plus.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at Recruiting.Corp@tiktok.com.
Job Information
The base salary range for this position in the selected city is $104060 - $268800 annually.

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Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

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At ByteDance/TikTok our benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support ByteDancers to give their best in both work and life. We offer the following benefits to eligible employees:

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We cover 100% premium coverage for employee medical insurance, 80% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

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Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off(PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

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We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.


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