Job Description

About the Role

Are you ready to lead and innovate in the ever-evolving world of IT Service Management (ITSM)? We are looking for an experienced Manager, ServiceNow - ITSM to join our dynamic team and drive the transformation of our IT service delivery. This is your chance to shape the future of enterprise technology and deliver cutting-edge solutions that empower businesses to thrive in a digital-first world.

In this pivotal role, you will be responsible for managing and optimizing our ServiceNow platform while ensuring the alignment of ITSM processes with business objectives. As a Manager, you’ll oversee a talented team of ServiceNow specialists, collaborate with cross-functional teams, and act as a key driver in ensuring seamless and efficient IT service operations. Your expertise will help streamline processes, boost service performance, and enhance user experiences across the organization.

What You'll Be Doing

• Lead ITSM Strategy: Shape and execute the strategy for ServiceNow ITSM solutions, ensuring alignment with business goals and driving measurable improvements in IT service delivery.
• Manage ServiceNow Platform: Oversee the administration, configuration, and ongoing optimization of the ServiceNow platform to ensure it delivers high-performance, scalability, and resilience.
• Collaborate with Teams: Work closely with internal stakeholders and business leaders to understand requirements and transform them into actionable ServiceNow solutions that solve real-world problems.
• Process Improvement: Continuously assess and refine ITSM processes to improve service quality, user experience, and operational efficiency.
• Team Leadership: Lead and mentor a team of ServiceNow professionals, promoting growth, collaboration, and excellence.
• Implement Best Practices: Foster a culture of best practices in ITSM, ensuring the team stays at the forefront of new technologies, methodologies, and ServiceNow updates.
• Manage Incidents & Change: Oversee incident, problem, and change management processes to maintain high service availability and minimize disruptions.
• Reporting & Analytics: Utilize ServiceNow reporting tools to provide actionable insights and track key performance metrics, ensuring accountability and continuous improvement.
• Stakeholder Communication: Act as a point of contact for leadership, IT teams, and vendors, providing updates on service status, performance, and improvement initiatives.

What We're Looking For

• Experience: Minimum of 5 years in ITSM, with at least 3 years of hands-on experience in managing ServiceNow implementations, upgrades, and configurations.
• Leadership Skills: Proven experience leading a team of ServiceNow professionals, with strong management, coaching, and development abilities.
• Deep ITSM Knowledge: Expertise in ITIL processes, including Incident Management, Problem Management, Change Management, and Request Fulfillment.
• ServiceNow Expertise: Strong knowledge of the ServiceNow platform, including configuration, customization, and development.
• Problem-Solving Ability: Strong analytical skills and the ability to think creatively to resolve complex challenges in IT service delivery.
• Communication Skills: Excellent communication skills, both written and verbal, with the ability to interact effectively with technical and non-technical stakeholders.
• Certifications: ITIL certification (Intermediate or Expert level) and ServiceNow certifications (Certified Implementation Specialist preferred) are highly desirable.