ServiceNow ITSM, Senior Lead

Job Title: ServiceNow ITSM, Senior Lead 

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We believe that when our great people work together and support one another, our clients receive the best solutions. We embrace unique perspectives and empower each person to grow through professional development, career training, and mentoring programs. 
 

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Position Summary:  

The ServiceNow ITSM (Information Technology Service Management) lead plays a critical role in driving the effectiveness, efficiency, and continuous improvement of IT service delivery across the organization. This individual is responsible for overseeing the implementation, support, and optimization of ServiceNow’s ITSM suite, ensuring that all IT processes align with best practices and business objectives. The ITSM lead acts as a bridge between IT teams, business stakeholders, and technology partners, fostering a culture of innovation and excellence. 

 

Key Responsibilities: 

· Strategic Leadership: Develop and execute the overall strategy for ServiceNow ITSM solutions to support business goals and evolve organizational needs. 

· Process Ownership and Governance: Own and govern ITIL-based ITSM processes, including Incident, Problem, Change, Request, Knowledge, and governance of Configuration Management practices in partnership with CMDB and ITOM stakeholders 

· Incident Management Leadership: Own and govern the end-to-end Incident Management process within ServiceNow, ensuring rapid restoration of services, effective prioritization, and consistent operational execution across all support tiers. Define severity models, escalation paths, and major incident criteria, serving as the executive escalation point for high impact and business critical incidents. 

· Major Incident & Crisis Management: Lead and mature Major Incident Management (MIM) practices, including war room coordination, stakeholder communications, executive briefings, and post incident reviews. Ensure root cause analysis and corrective and preventive actions are captured and fed into Continuous Improvement processes. 

· Asset Management Strategy and Lifecycle Governance: Define and execute the strategy for enterprise IT Asset Management within ServiceNow, covering CMDB, SAM, and HAM. Ensure full asset lifecycle visibility from request and procurement through deployment, maintenance, optimization, and retirement, driving cost transparency, risk reduction, and operational efficiency. 

· Platform Management: Oversee the design, configuration, deployment, and administration of the ServiceNow ITSM platform, ensuring optimal performance and scalability. 

· Continuous Improvement: Champion the adoption of best practices, process automation, and service enhancements to improve user experience and operational efficiency. 

· Stakeholder Engagement: Collaborate with business units, IT teams, and executive leadership to understand needs, gather requirements, and prioritize enhancements. 

· Team Leadership and Development: Lead, mentor, and develop a team of ServiceNow administrators, developers, and process owners; foster innovation and professional growth. 

· Project Management: Oversee ITSM-related projects from inception to completion, managing timelines, budgets, and resources while ensuring successful delivery. 

· Reporting and Analytics: Define, track, and report on key performance indicators (KPIs) and metrics to measure the quality and effectiveness of IT services. 

· Vendor Management: Manage relationships with ServiceNow and other ITSM vendors, ensuring value from partners and adherence to contracts and SLAs. 

· Risk and Compliance: Ensure ITSM processes and ServiceNow configurations support compliance with internal policies and applicable regulatory requirements (e.g., SOX, GDPR), in partnership with Risk, Legal, and Compliance teams. 

· User Training and Support: Drive user adoption through effective communication, training programs, and ongoing support initiatives.