Description

Lead ServiceNow ITSM governance, process optimization, and service delivery metrics.

This role is on-site.

Responsibilities

• Govern ServiceNow ITSM modules and drive process optimization initiatives.
• Define and monitor SLAs/KPIs to improve overall service delivery.
• Ensure compliance with ITIL best practices across the organization.
• Manage client escalations and deliver regular operational reporting.

Required Skills

• 8–12 years of hands-on ITSM and ServiceNow experience.
• Strong knowledge of the ITIL framework.
• Proven experience in ITSM module implementation and ongoing support.
• Experience governing SLAs, KPIs, and service delivery metrics.
• Expertise in Incident, Problem, Change, and Request Management.
• Bachelor's degree in a relevant field.

Key Skills

Education

Bachelor's degree