ServiceNow Senior Functional Lead (ITSM Governance)
About the Role
A leading global luxury group is entering a new phase in its ServiceNow transformation journey following the successful implementation of its core ITSM foundation.
The organization is now focusing on stabilizing, optimizing, and scaling the ServiceNow platform across a complex international IT ecosystem involving multiple stakeholders including:
- IT Infrastructure Teams
- Service Desk & Support Operations
- End Users across global markets
- External technology partners and vendors
The environment is mature, structured, and governance-driven, with strong emphasis on ITSM best practices, platform sustainability, and service performance improvement.
The ServiceNow Senior Functional Lead will play a critical role in driving ITSM governance, platform standardization, and continuous improvement initiatives, ensuring the platform remains scalable, upgradeable, and aligned with global IT service management processes.
Key ResponsibilitiesITSM Governance & Platform Ownership
- Act as the functional lead for the ServiceNow platform, ensuring adherence to ITSM best practices and governance frameworks.
- Establish and maintain global ITSM governance standards, policies, and operating models.
- Ensure consistent adoption of Incident, Problem, Change, Request, and Knowledge Management processes.
- Identify opportunities to optimize ServiceNow workflows and configurations to improve operational efficiency.
- Reduce technical debt and ensure platform configurations remain upgrade-friendly and scalable.
- Drive platform stability through structured governance and change control processes.
- Collaborate with IT infrastructure teams, service desk, business stakeholders, and vendors to align ServiceNow capabilities with operational needs.
- Serve as the bridge between business requirements and technical implementation teams.
- Facilitate cross-functional workshops to ensure process alignment and solution adoption.
- Lead initiatives to improve IT service delivery, automation, and operational maturity.
- Define and track ITSM KPIs, service metrics, and performance indicators.
- Support the evolution of ServiceNow toward a scalable enterprise service management platform.
- Contribute to the ServiceNow roadmap planning, ensuring alignment with enterprise IT strategy.
- Ensure platform enhancements comply with global architecture and governance standards.
- Support periodic platform upgrades and lifecycle management.
Experience
- 8+ years of experience in IT Service Management (ITSM) environments.
- 5+ years working with ServiceNow ITSM modules in enterprise-scale environments.
- Proven experience in ServiceNow governance, platform optimization, and service process improvement.
ServiceNow Expertise
Strong understanding of the following modules:
- Incident Management
- Problem Management
- Change Management
- Service Request Management
- Knowledge Management
- Service Level Management (SLM)
Experience with:
- ServiceNow platform governance
- ITSM process design and standardization
- Platform upgrade and lifecycle management
- Vendor and stakeholder coordination
Methodologies & Frameworks
Knowledge of:
- ITIL / ITIL v4 frameworks
- ITSM governance models
- Enterprise service management best practices
- Strong stakeholder engagement and communication skills
- Ability to operate in complex multinational IT environments
- Strong analytical and problem-solving capabilities
- Ability to drive process standardization and continuous improvement
- Strong leadership and facilitation skills
Education & Certifications
Preferred qualifications:
- Bachelor’s Degree in Information Technology, Computer Science, or related field
- ITIL Certification (ITIL v3 / ITIL 4 preferred)
- ServiceNow certifications are a strong advantage:
- Certified System Administrator (CSA)
- Certified Implementation Specialist – ITSM (CIS-ITSM)