Lead a structured, phased rollout of ServiceNow modules
Collaborate with stakeholders to define objectives and priorities for ServiceNow
Act as the ServiceNow champion by demonstrating business value through data-driven insights
Continuously enhance the ServiceNow platform by leveraging built-in automation
Oversee enterprise-wide Incident, Request, Change, Release and Problem Management processes
Develop and monitor KPIs and metrics using ServiceNow dashboards and performance analytics
Develop and maintain the enterprise ITSM framework aligned to business objectives and ITIL best practices
Own the Configuration Management Database (CMDB) tactical roadmap, data model, governance and standards
Foster a culture of continuous learning and mutual support through peer mentoring and cross-team coaching
Own vendor and contract management for ITSM platforms and services

Bachelor's Degree in Computer Science, Information Systems, Business Administration or related field
10-15 years experience in ITSM platforms such as ServiceNow, Jira Service Management, Remedy, etc, including 10+ years of progressive ITSM / IT operations experience and 5+ years in leadership roles
ITIL v3/v4
OpenSM
COBIT
ISO/IEC 20000
Proven success implementing enterprise ITSM platforms (ServiceNow strongly preferred)
Hands-on experience with automation, AIOps, and reporting
Deep expertise in Incident, Problem, Change/Release, and Knowledge Management modules
Strong understanding of infrastructure and platforms (servers, networking, and cloud platforms (AWS, Azure, GCP)
Expertise implementing and operating an enterprise CMDB and asset management platform
Strong analytical, problem-solving, and organizational skills
ITIL v4 (or Expert) certification required
Additional certifications beneficial (ServiceNow Administration or Implementation, COBIT, PMP)
Ability to work across multiple time zones and travel periodically

Senior Manager, IT Service Management

Key skills