Manager, ServiceNow ITSM Operations & Process Governance

About the role

We are seeking an experienced IT Service Management leader to drive the transformation of enterprise service delivery. In this senior role you will shape the future of ServiceNow ITSM operations, governance and process excellence across a global organization.

Key responsibilities

• Define and execute the strategy for enterprise ITSM capabilities, covering Incident, Problem, Change, Major Incident, SLA governance and service performance reporting.
• Lead governance, performance monitoring and continuous improvement of all ITSM processes.
• Partner with senior technology and business leaders to increase service reliability, reduce recurring incidents and improve change success rates.
• Promote automation, AI, self‑service and virtual agents to shift from reactive ticket handling to proactive service delivery.
• Provide trusted operational insights and executive‑level reporting.

Required profile

• Significant experience leading ITSM functions in large, complex enterprises.
• Proven track record of enterprise‑wide transformation, governance and continuous improvement initiatives.
• Strong stakeholder management and ability to influence senior leaders.
• Deep understanding of ITIL principles with certification.

Required skills

• ServiceNow ITSM expertise (process optimization, workflow automation, reporting, performance analytics, self‑service, knowledge management, AI, virtual agents).
• Experience with ServiceNow ITOM, CMDB and Asset Management.
• Hands‑on knowledge of Incident, Problem, Change, Major Incident and SLA management.
• ITIL certification (or equivalent).

What we offer

• Competitive salary range of €3,346 – €5,230 per month.
• Opportunity to influence service delivery for thousands of employees worldwide.
• Dynamic environment with cross‑functional collaboration across Digital Workplace, Infrastructure, Cybersecurity and Enterprise Architecture.