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Job Description & How to Apply Below
ITIL & Service Now 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 Service Now solutions across both multi‑domain and standalone instances. The ideal candidate blends program leadership, deep hands-on Service Now 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 Service Now instances.
Drive architectural standards for scalability, security, data separation, and upgrade readiness.
Lead adoption of modern Service Now capabilities including Service Bridge, AI/ML features, Performance Analytics, Flow Designer, and Integration Hub
Delivery & Implementation Leadership
Oversee end‑to‑end Service Now implementations, including greenfield builds, re‑architecting, consolidations, and decommissioning.
Lead large‑scale transformations across ITSM, ITOM, CSM, SPM/ITBM, Sec Ops, HRSD, CMDB, and IT Asset Management (HAM/SAM).
Own the full Service Now 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, Integration Hub, native Service Now 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 Service Now development
Proven experience managing multiple Service Now instances, including both multi‑domain and standalone implementations.
Mandatory delivery experience having successfully completed at least two end‑to‑end Service Now projects that include:
Service Bridge implementations
CMDB architecture and service mapping
IT Asset Management (HAM/SAM)
Multiple Service Now Third Party integrations
Full Service Now instance implementations
Deep expertise in:
Service Now 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 Service Now AI capabilities including Predictive Intelligence, Virtual Agent, and AI‑driven insights.
Solid command of ITSM/ITIL processes and enterprise…
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