ITSM Manager - ServiceNow

Job Summary

We are seeking an experienced ITSM Manager to lead and mature the organization's IT Service Management capabilities, with ServiceNow serving as the core enterprise platform.

This role combines ServiceNow platform ownership, ITSM process leadership, people management, and strategic planning. The ITSM Manager will own the ServiceNow roadmap, oversee key ITSM processes, lead internal team members and vendor partners, and drive continuous improvement across the IT service environment.

Key Responsibilities

• Lead the design, implementation, and continuous improvement of ITSM processes including Incident, Problem, Change, Request, and Configuration Management.
• Own the ServiceNow platform roadmap, administration, configuration, support, enhancements, integrations, and upgrades.
• Provide functional and architectural oversight for ServiceNow initiatives and ensure solutions align with business and IT objectives.
• Lead and develop the ITSM / ServiceNow team while managing external vendor and implementation partners.
• Improve the end-user experience through self-service, automation, and multiple support channels including portal, Microsoft Teams, email, and phone.
• Drive integrations between ServiceNow and enterprise platforms such as Workday, Intune, SysTrack, SolarWinds, and other business systems.
• Partner with IT and business stakeholders to gather requirements, drive adoption, and identify opportunities for continual service improvement.
• Develop dashboards, SLA/KPI reporting, and performance metrics using ServiceNow reporting and analytics capabilities.
• Ensure ITSM processes, controls, and documentation support regulatory, security, compliance, and audit requirements.
• Promote ITIL best practices and improve overall service management maturity across the organization.

Required Qualifications

• Bachelor's degree in Information Systems, Computer Science, or equivalent professional experience.
• Strong ServiceNow experience as a Platform Owner, ITSM Lead, ServiceNow Manager, or Lead Administrator within an enterprise environment.
• Hands-on understanding of ServiceNow ITSM and CMDB, with the ability to guide both technical and process-related decisions.
• Strong knowledge of ITIL principles and IT service management best practices.
• Experience leading internal teams and/or third-party vendors responsible for ServiceNow and ITSM delivery.
• Strong stakeholder management, communication, and leadership skills.
• Experience managing ServiceNow enhancements, integrations, upgrades, and ongoing platform improvement.

Preferred Qualifications

• ITIL v4 certification.
• ServiceNow certifications such as CSA, CAD, or CIS.
• Experience deploying, scaling, or managing ServiceNow within a global or multinational organization.
• Familiarity with infrastructure technologies, cloud environments, enterprise integrations, and automation.

Oscar Associates Limited (US) is acting as an Employment Agency in relation to this vacancy.