The primary goal of this role is to deliver, standardize, and continuously improve key Service Management Office (SMO) processes using the ServiceNow platform. This is a hands-on senior delivery role requiring deep ITSM knowledge, strong ServiceNow technical understanding, and proven project leadership in complex, global environments.

Experience

• 8+ years in IT Project / Service Delivery Managemen t

• 5+ years delivering ServiceNow ITSM solutions in enterprise environments

• Proven experience delivering multiple ITSM / SMO processes end-to-end

• Experience working in global, matrixed organizations

ITSM & ServiceNow Expertise

• Deep understanding of:

ITIL v3 / v4 processes

ServiceNow ITSM architecture and data model

CMDB, CSDM, and service modeling concepts