Role Purpose

The primary goal of this role is to deliver, standardize, and continuously improve key Service Management Office (SMO) processes using the ServiceNow platform. The role owns the end‑to‑end delivery of ITSM and service lifecycle processes such as Incident, Change, Problem, Request, Knowledge, SLAs, CMDB, Asset, and Service Modeling, ensuring they are fit‑for‑purpose, technically robust, and fully aligned with operational needs.

Key Outcomes & Accountabilities

SMO / ITSM Process Delivery (Primary Accountability)

• Lead the design, implementation, and rollout of core SMO processes on ServiceNow, including:
• Incident Management
• Change Enablement
• Problem Management
• Request Fulfillment
• Knowledge Management
• Service Level Management (SLAs, OLAs, KPIs)
• Configuration Management (CMDB, CSDM alignment)
• IT Asset Management (Hardware/Software lifecycle)
• Service Life...