Take ownership responsibility for one ITSM Practice, and its corresponding ServiceNow module.

Playing a major role in our ongoing ITSM Maturation program, with ownership of one of the ITSM practice workstreams.

Collating requirements from service owners for new functionality, fulfilling requirements in line with industry best practice.

Ensuring that your practice area is built on ITSM best practice and that this is reflected in the way the platform is configured

Working with your Director, and the ServiceNow team: develop the operating model for the SMO, and build out a three year roadmap for your ITSM practice and ServiceNow module.

Develop an effective Service Management strategy for your practice area ensuring that policies drive compliance, yet, do not slow speed to market.

Ensure that your practice area is sufficiently documented, trained and communicated to the whole support organization.

Build and deliver a Service Management transformation plan for your practice area to deliver on the architecture and operating model strategy of the SMO.

Collaborate with the ServiceNow development team to drive the delivery implementation of the Service Management transformation plan.

Work with Organizational Change Management to craft compelling communications and change plans.

Help evangelize the value of leveraging a consistent and robust ITSM framework to the whole organization.

Demonstrate the value that the SMO delivers by leveraging robust data analytics and reporting in ServiceNow.

Develop and execute KPIs for your practice area.

Manage the delivery of new functionality by gathering requirements from service owners and driving implementation in line with industry best practice.

Establish a strong relationship with the Service Management Development Team, ensuring that the SMO plays a collaborative and supportive role in the development lifecycle.

Establish a strong relationship with the IT Service Desk and ensure ITSM helps them evolve their support organization in line with best practice.

Other duties as assigned.

Bachelor’s degree in the field of computer science, information systems, other related degree, or equivalent experience (typically 8-11 years working in IT Service Management and / or with an ITSM platform).

ITIL Certification - Minimum V3 foundation

Demonstrable knowledge of the ITSM framework (ITIL).

Knowledge of CMDB and Common Service Data Model (CSDM) concepts.

Demonstrable knowledge and experience of (at least) one of the following practice areas: Incident / Major Incident, Problem Management, Change Management, Knowledge Management or Configuration / Asset Management

Experience of Agile framework and working with Agile ceremonies, terminology etc.

3+ years of ServiceNow (or other ITSM platform) experience - including good working understanding of the ITSM modules and CMDB.

Excellent written and spoken communication and interpersonal skills

Demonstrated ability to influence peers and stakeholders

A drive for automation, efficiency, and the streamlining of processes and workflows to reduce friction, and drive consistent experiences

ITIL V4 foundation or above

2+ years delivering transformative Service Management programs

Agile Certification - Scrum Lead or equivalent

Business analysis skills to turn business requirements into technical scope / statement of work documentation for Development teams.