ITSM Manager

ITSM Manager

Job Summary

The IT Service Management (ITSM) Manageris responsible forleading the organization’s ITSM capabilities, with ServiceNow serving as the core enterprise platform. This role combines ServiceNow platform ownership,peopleleadership, and strategic vision to drive operational maturity, service quality, and scalable ITSM processes. The ITSM Manager owns the ServiceNow roadmap, governs ITSM processes, and leads a team and partners responsible for platform configuration, adoption, and ongoing improvement.

Key Responsibilities

• Lead the design, implementation, and optimization of ITSM processes  using Service Now platform (Incident, Problem, Change, Request, and Configuration Management). 

• Provide functional and architectural oversight for ServiceNow enhancements, integrations, and upgrades.

• Manage and develop the ITSM / ServiceNow team and oversee vendor partners.

• Build ITSM practices  using Service Now plarform to improve our user experience from a delivery of services they receive\request to ultimately empower them towards self-service. Providing them with multiple channels of communication to our platform. Ex. MS teams, Email, Phone, Portal. 

• Drive automation and integration between ITSM tools and other enterprise systems. Ex. Workday, Intune, Systrack, Solarwinds. 

• Own configuration, administration, and support of the ServiceNow platform;

• Partner with business and IT stakeholders to define requirements, drive adoption, and gather feedback for continual service improvement.

• Develop actionable dashboards, SLA/KPI metrics, and performance reports leveraging ServiceNow’s reporting capabilities.

• Ensure ITSM practices and documentation support regulatory, security, and audit requirements

Required Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or equivalent experience.

• Demonstrated ServiceNow experience as a platform owner, ITSM lead, or lead administrator in an enterprise environment.

• Hands-on knowledge of ServiceNow ITSM and CMDB sufficient to guide technical and process decisions.

• Strong understanding of ITIL principles and service management best practices.

• Experience leading teams and/or vendors delivering ITSM and ServiceNow services.

• Strong stakeholder management, communication, and leadership skills.

Preferred Qualifications

• ITIL v4 certification.

• ServiceNow certifications (System Administrator, Application Developer, or Implementation Specialist).

• Experience deploying or scaling ServiceNow in a global or multinational organization.

• Familiarity with infrastructure technologies, cloud environments, and enterprise integrations.