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Sr Technical Lead-Cloud & Infra Engg
Job in
Hackensack, Bergen County, New Jersey, 07601, USA
Listed on 2026-05-26
Listing for:
Birlasoft
Full Time
position Listed on 2026-05-26
Job specializations:
-
IT/Tech
IT Project Manager, IT Consultant
Job Description & How to Apply Below
Job Summary
The IT Service Management (ITSM) Manager is responsible for leading the organization’s ITSM capabilities, with Service Now serving as the core enterprise platform. This role combines Service Now platform ownership, people leadership, and strategic vision to drive operational maturity, service quality, and scalable ITSM processes. The ITSM Manager owns the Service Now roadmap, governs ITSM and CMDB processes, and leads a team and partners responsible for platform configuration, adoption, and ongoing improvement.
Location:
New York, NY – Hybrid
- Own the Service Now ITSM and CMDB platform strategy, roadmap, and governance.
- Lead enterprise ITSM processes including Incident, Problem, Change, Request, CMDB, and Asset Management.
- Manage and develop the ITSM / Service Now team and oversee vendor partners.
- Provide functional and architectural oversight for Service Now enhancements, integrations, and upgrades.
- Ensure CMDB data quality, accuracy, and audit readiness through governance and controls.
- Define and track ITSM performance metrics, dashboards, and continuous improvement initiatives.
- Partner with Infrastructure, Service Delivery, Security, and business stakeholders to align Service Now capabilities with business needs.
- Bachelor’s degree in Information Systems, Computer Science, or equivalent experience.
- Demonstrated Service Now experience as a platform owner, ITSM lead, or lead administrator in an enterprise environment.
- Hands-on knowledge of Service Now 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 Service Now services.
- Strong stakeholder management, communication, and leadership skills.
- ITIL v4 certification.
- Service Now certifications (System Administrator, Application Developer, or Implementation Specialist).
- Experience deploying or scaling Service Now in a global or multinational organization.
- Familiarity with infrastructure technologies, cloud environments, and enterprise integrations.
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