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Principal Lead
4 weeks ago
Location: Hyderabad, Telangana, India
About the Role
We are seeking an accomplished Principal Lead ServiceNow ITSM Consultant who will serve as the strategic owner of the ServiceNow ITSM platform.
This is a senior leadership role involving strategic vision, operational oversight, and technical excellence.
You will guide the configuration, customization, and continuous improvement of ITSM modules while ensuring alignment with corporate objectives and industry best practices.
The role requires you to own the roadmap, engage at the highest levels with stakeholders, and lead multi-disciplinary teams to deliver impactful ServiceNow implementations.
Key Responsibilities:
- Define, maintain, and continuously refine the ServiceNow ITSM product roadmap to ensure business objectives are met.
- Oversee configuration of core ITSM modules including Incident, Problem, and Change Management, ensuring alignment with ITIL best practices.
- Act as a trusted advisor to senior leadership on ITSM capabilities, risks, and opportunities.
- Facilitate collaboration across IT, HR, and other departments to deliver unified, cross-functional solutions.
- Lead and guide developers, business analysts, and QA teams through the development lifecycle.
- Establish governance for ServiceNow configurations, ensuring consistency, scalability, and compliance.
- Drive UAT planning and execution, providing leadership during go-live and post-deployment phases.
- Develop training programs to upskill internal ServiceNow users and administrators.
Required Skills & Experience
- Proven expertise in ServiceNow ITSM configuration and customization.
- In-depth knowledge of Incident, Problem, and Change Management processes.
- Strong background in solution design, change management, and stakeholder engagement.
- Familiarity with Agile delivery and ITIL frameworks.
Preferred Skills
- Experience with HR Service Delivery or CSM modules.
- Exposure to cloud migration strategies in a ServiceNow context.
- Vendor management skills for dealing with third-party ServiceNow service providers.
Performance Expectations
Measured by successful delivery of roadmap milestones, improved ITSM KPIs (MTTR, change success rates), and end-user satisfaction levels.
Tools & Technologies
ServiceNow ITSM, Agile project management tools (JIRA), ITIL frameworks, MS Office Suite, collaboration platforms
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