ITSM Manager

This role leads the enterprise IT Service Management (ITSM) function with full ownership of the ServiceNow platform as a core operational and service delivery capability. It is responsible for defining and evolving the ITSM strategy, driving platform maturity, and transforming how IT services are delivered across the organization. The position combines hands-on ServiceNow platform leadership with strategic oversight of ITSM processes, governance, automation, and service excellence. It focuses on building scalable, self-service-driven operating models, improving end-to-end service experience, and ensuring ITSM practices are embedded across enterprise systems, teams, and vendors. This leader is accountable for roadmap execution, platform integrity, and continuous improvement aligned with business priorities, SLAs, and compliance requirements.

Key Requirements / Skills:

• Enterprise ServiceNow Ownership: End-to-end ownership of ServiceNow as a strategic platform, including roadmap, architecture oversight, configuration governance, and continuous enhancement of ITSM capabilities.
• ITSM Strategy & Operating Model Leadership: Proven ability to design and mature enterprise ITSM functions, embedding ITIL processes (Incident, Problem, Change, Request) into scalable operating models.
• Service Transformation & Self-Service Enablement: Experience driving modernization of IT service delivery, including self-service adoption, multi-channel support (portal, Teams, email, phone), and user experience optimization.
• Automation & Enterprise Integrations: Strong experience integrating ServiceNow with enterprise systems (e.g., Workday, Intune, monitoring and infrastructure tools) and driving end-to-end workflow automation.
• Leadership, Governance & Stakeholder Management: Experience leading ITSM teams and vendors while partnering with IT and business leadership to define SLAs/KPIs, ensure compliance, and drive enterprise-wide adoption and service improvement.