ServiceNow ITSM Practice Lead

Job Title:

Service Now ITSM Practice lead

Location:

Richardson, TX (Hybrid)

Client is bringing in a senior IT Service Management (ITSM) consultant from a systems integrator to assess, structure, and mature our ITSM practice. We need a practitioner who has built and fixed ITSM programs before, with deep hands on Service Now (SNOW) expertise, and can operate with minimal direction at a senior level.

• Conduct a rapid current-state assessment of ITSM processes:
  Incident, Problem, Change, Request and Knowledge Management
• Identify gaps in process, tooling, governance and adoption
• Deliver a prioritized roadmap with clear milestones and measurable outcomes
• Lead the configuration and optimization of Service Now workflows aligned to the target operating model
• Define KPIs, SLA structures and reporting frameworks that give leadership real visibility
• Establish process ownership standards and hand off a sustainable operational model to internal teams
• Work directly with the VP of Digital & Technology and key stakeholders across IT

• 10+ years in ITSM, with at least 5 years in a consulting or SI delivery capacity
• Senior Manager or Director-level profile: able to advise, challenge and drive, not just execute tasks
• Proven Service Now expertise: ITSM module configuration, CMDB, service catalog, reporting and integrations
• ITIL v4 certification required;
  Service Now certifications (CSA, ITSM) strongly preferred
• Experience standing up ITSM programs at large enterprises, not just maintaining existing ones
• Strong communication skills: able to present findings and recommendations to VP and C-suite stakeholders
• Comfortable working in an environment where the structure does not yet exist

Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree ("LTIM"):

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.