Manager, IT Service Management & Delivery; ServiceNow

Job Description

Insight Global is seeking a Manager, IT Service Now Management & Delivery for a large enterprise organization. This is a high-impact transformation role for a strategic leader who thrives in modernizing IT operations through Service Now and ITIL-based best practices. The ideal candidate will own the ITSM platform roadmap, drive automation-first workflows, and elevate process maturity across the full service lifecycle.

This leader will build scalable, AI-ready digital operations while developing high-performing teams and delivering measurable improvements in service quality, visibility, and efficiency. Daily responsibilities include but are not limited to:

• Define and execute a multi-year ITSM and Service Now roadmap
• Standardize, simplify, and automate IT service delivery workflows
• Lead maturity improvements across Incident, Problem, Change, Knowledge, and CMDB
• Govern and evolve the Service Now platform, including upgrades and configuration standards
• Build and maintain a trusted CMDB as the foundation for automation and AI readiness
• Hire, coach, and lead Service Now developers, product managers, and MAC project managers
• Oversee and modernize Moves, Adds, and Changes (MAC) programs using Service Now
• Establish and monitor SLAs, KPIs, and operational metrics
• Partner with IT leadership and business stakeholders to align on strategy and value
• Present roadmap progress and performance metrics to senior leadership

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 7+ years of progressive IT experience with 3+ years in people management
• Deep expertise in Service Now, specifically ITSM module
• Hands-on experience owning or driving a Service Now platform roadmap
• Strong command of ITIL v3/v4 frameworks (Incident, Problem, Change, Knowledge, CMDB)
• Proven ability to assess process maturity, define target state, and execute improvement roadmaps
• Experience designing scalable workflows, automation, and service integrations
• Demonstrated success defining and managing SLAs, KPIs, and operational dashboards
• Automation-first mindset: experience creating processes to be scalable and AI-ready from the ground up.
• Demonstrated success hiring, developing, and retaining high-performing technical and operational teams
  -ITIL Foundation (v3 or v4) or higher certification
• Service Now CSA or CIS certification
• Experience with Service Now AI & automation tools (Flow Designer, Predictive Intelligence, Virtual Agent)
• Agile and/or product management experience in a platform delivery environment
• Prior ownership of CMDB governance and data strategy