ITIL & ServiceNow delivery leader to drive end-to-end platform delivery and service management transformation across multiple clients operating in both multi‑domain and standalone instances. This role balances strategic leadership with technical depth, ensuring scalable, secure, and high‑performing ServiceNow solutions across both multi‑domain and standalone instances. The ideal candidate blends program leadership, deep hands-on ServiceNow implementation expertise, ITIL V4 practices, automation-first thinking, and executive stakeholder management.
Key Responsibilities
Platform Strategy & Architecture
- Lead solution design and implementation with direct involvement in architecture decisions, workflow design, integration patterns, and data/CMDB structures.
- Drive module delivery in ITSM (Incident/Problem/Change/Request), CMDB/Discovery and CSDM alignment, Event Management/AIOps integrations, Service Catalog/Portal, Performance Analytics
- Establish and govern multi‑instance architectures, including both multi‑domain and standalone ServiceNow instances.
- Drive architectural standards for scalability, security, data separation, and upgrade readiness.
- Lead adoption of modern ServiceNow capabilities including Service Bridge, AI/ML features, Performance Analytics, Flow Designer, and Integration Hub
Delivery & Implementation Leadership
- Oversee end‑to‑end ServiceNow implementations, including greenfield builds, re‑architecting, consolidations, and decommissioning.
- Lead large‑scale transformations across ITSM, ITOM, CSM, SPM/ITBM, SecOps, HRSD, CMDB, and IT Asset Management (HAM/SAM).
- Own the full ServiceNow instance lifecycle, including version upgrades, feature adoption, regression planning, and risk mitigation.
- Ensure delivery excellence across all engagements with consistent quality, governance, and outcome‑based execution.
- Act as the senior escalation point for complex technical, delivery, and client‑facing issues.
ITIL v4 Service Management Leadership
- Lead ITIL Incident, Request, Problem, and Change Management operating rhythms, including triage, SLAs/OLAs, CAB/ECAB governance, and continual improvement.
- Lead process re-engineering using Lean principles and ITIL guidance across ITSM/ITOM/CSM/ITAM
- Scale automation using Flow Designer, IntegrationHub, native ServiceNow capabilities, APIs/RPA, and AIOps/Now Assist where applicable.
- Build and manage a continuous improvement backlog with clear business cases and value realization metrics (cost-to-serve, SLA adherence, user satisfaction).
- Own service catalog rationalization and request orchestration to improve time-to-fulfill and self-service adoption.
- Improve data quality (completeness, accuracy, relationship integrity), discovery coverage, and service mapping maturity using automated controls and dashboards.
Required Qualifications
- 15+ years of experience in enterprise technology platforms, digital transformation, or IT service management.
- 10+ years of deep, hands‑on and leadership experience with the ServiceNow development
- Proven experience managing multiple ServiceNow instances, including both multi‑domain and standalone implementations.
- Mandatory delivery experience having successfully completed at least two end‑to‑end ServiceNow projects that include:
- Service Bridge implementations
- CMDB architecture and service mapping
- IT Asset Management (HAM/SAM)
- Multiple ServiceNow Third Party integrations
- Full ServiceNow instance implementations
- Deep expertise in:
- ServiceNow platform architecture, governance, and best practices
- Multi‑instance and domain‑separated designs
- CMDB, Discovery, Service Mapping, and data governance
- Asset lifecycle management and integrations
- Performance Analytics and KPI‑driven reporting
- Flow Designer, Integration Hub, and automation
- Version upgrades, technical debt remediation, and instance optimization
- Automated Test Framework (ATF)
- ITIL 4 Master accreditation demonstrating advanced ITSM expertise - ITIL 4 Managing Professional (MP) and ITIL 4 Strategic Leader (SL) certifications
- Strong understanding of ServiceNow AI capabilities including Predictive Intelligence, Virtual Agent, and AI‑driven insights.
- Solid command of ITSM/ITIL processes and enterprise service operating models.
- Experience leading large, globally distributed delivery teams.
- Proven success in consulting, system integrator, or complex multi‑client environments.
Must Have
- Strong ServiceNow end‑to‑end delivery leadership with deep hands‑on experience across ITSM, ITOM, CMDB, ITAM and multi‑instance / multi‑domain architecture.
- Proven ITIL v4 leadership experience covering Incident, Change, Problem, Request Management along with SLA/CAB governance
- Deep expertise in CMDB, Discovery, and Service Mapping, including data governance and CSDM alignment
Nice to Have
- Experience with automation and AI features in ServiceNow (AIOps, Performance Analytics, Predictive Intelligence, Virtual Agent)
- ITIL v4 MP / SL certifications and advanced ServiceNow certifications (CAD, CPOA)
Leadership & Behavioral Competencies
- Strong executive presence with the ability to influence senior stakeholders.
- Proven people leader with a strong mentoring and coaching mindset.
- Excellent problem‑solving, decision‑making, and escalation management skills.
- Customer‑centric, outcome‑driven approach to platform delivery.
- Ability to operate effectively across cultures, geographies, and time zones.
