Job Description

Area(s) of responsibility

Location: New York, NY

HYBRID

The IT Service Management (ITSM) Manager is responsible for leading the organization’s ITSM capabilities, with ServiceNow serving as the core enterprise platform. This role combines ServiceNow platform ownership, people leadership, and strategic vision to drive operational maturity, service quality, and scalable ITSM processes. The ITSM Manager owns the ServiceNow roadmap, governs ITSM and CMDB processes, and leads a team and partners responsible for platform configuration, adoption, and ongoing improvement.

Key Responsibilities

• Own the ServiceNow ITSM and CMDB platform strategy, roadmap, and governance.
• Lead enterprise ITSM processes including Incident, Problem, Change, Request, CMDB, and Asset Management.
• Manage and develop the ITSM / ServiceNow team and oversee vendor partners.
• Provide functional and architectural oversight for ServiceNow enhancements, integrations, and upgrades.
• Ensure CMDB data quality, accuracy, and audit readiness through governance and controls.
• Define and track ITSM performance metrics, dashboards, and continuous improvement initiatives.
• Partner with Infrastructure, Service Delivery, Security, and business stakeholders to align ServiceNow capabilities with business needs.

Required Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or equivalent experience.
• Demonstrated ServiceNow experience as a platform owner, ITSM lead, or lead administrator in an enterprise environment.
• Hands-on knowledge of ServiceNow ITSM and CMDB sufficient to guide technical and process decisions.
• Strong understanding of ITIL principles and service management best practices.
• Experience leading teams and/or vendors delivering ITSM and ServiceNow services.
• Strong stakeholder management, communication, and leadership skills.

Preferred Qualifications

• ITIL v4 certification.
• ServiceNow certifications (System Administrator, Application Developer, or Implementation Specialist).
• Experience deploying or scaling ServiceNow in a global or multinational organization.
• Familiarity with infrastructure technologies, cloud environments, and enterprise integrations.