ServiceNow ITSM Manager
Job Summary
The IT Service Management Manager is responsible for leading the organizations ITSM capabilities with ServiceNow serving as the core enterprise platform. This role combines ServiceNow platform ownership, people leadership, and strategic vision to drive operational maturity, service quality, and scalable ITSM processes.
Key Responsibilities
Lead the design, implementation, and optimization of ITSM processes using ServiceNow platform (Incident, Problem, Change Request, and Configuration Management).
Provide functional and architectural oversight for ServiceNow enhancements, integrations, and upgrades.
Manage and develop the ITSM ServiceNow team and oversee vendor partners.
Build ITSM practices using ServiceNow platform to improve user experience from request delivery to empowerment towards self-service.
Drive automation and integration between ITSM tools and other enterprise systems (Ex: Workday, Intune, Systrack, Solarwinds).
Own configuration administration and support of the ServiceNow platform.
Partner with business and IT stakeholders to define requirements, drive adoption, and gather feedback for continual service improvement.
Develop actionable dashboards, SLA/KPI metrics, and performance reports leveraging ServiceNow’s reporting capabilities.
Ensure ITSM practices and documentation support regulatory, security, and audit requirements.
Required Qualifications
Bachelor's degree in Information Systems, Computer Science, or equivalent experience.
Demonstrated ServiceNow experience as a platform owner, ITSM lead, or lead administrator in an enterprise environment.
Strong hand-on knowledge of ServiceNow 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 ServiceNow services.
Strong stakeholder management, communication, and leadership skills.
Preferred Qualifications
ITIL v4 certification.
ServiceNow certifications.
System Administrator, Application Developer, or Implementation Specialist experience.
Familiarity with infrastructure technologies, cloud environments, and enterprise integrations.
Other Details
Variable Compensation: This position includes a bonus or variable payout component based on individual and organizational performance. Actual compensation within the range will be dependent upon the individual's skills, experience, performance, and internal equity.
Benefits/Perks: Comprehensive Medical Plan, 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.