ITSM Leadership Position

16 hours ago

Hyderabad, Telangana, India beBeeServiceNow Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Summary

We are seeking a seasoned ServiceNow ITSM leader to drive strategic vision, operational oversight, and technical excellence in our IT service management platform.

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.
Requirements:
  • 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, ITIL frameworks, MS Office Suite, collaboration platforms

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