ServiceNow ITSM Practice Lead

Location: Richardson, TX (Hybrid)

About the role

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 ServiceNow (SNOW) expertise, and can operate with minimal direction at a senior level.

Responsibilities

• 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 ServiceNow 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

Requirements

• 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 ServiceNow expertise: ITSM module configuration, CMDB, service catalog, reporting and integrations
• ITIL v4 certification required; ServiceNow 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

Benefits

• 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

Pay

The range displayed 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. Other forms of compensation may be provided as part of overall compensation, such as an annual performance-based bonus, sales incentive pay, and other forms of bonus or variable compensation.