Senior ServiceNow Delivery Manager/Consultant

We are looking for an experienced Enterprise Service Management (ESM) Consultant / Senior ServiceNow Delivery Manager to lead the implementation of core ServiceNow modules: Hardware Asset Management (HAM), Software Asset Management (SAM), Configuration Management Database (CMDB), and Integrated Risk Management (IRM).

This role requires a strategic thinker with deep ServiceNow expertise who can bridge business needs with technical capabilities, ensuring seamless platform delivery. The ideal candidate has a strong background in business analysis, implementation leadership, and stakeholder management, driving successful ServiceNow transformations within enterprise environments.

Key Responsibilities:

• ServiceNow Implementation Leadership: Oversee the end-to-end implementation of ServiceNow modules (HAM, SAM, CMDB, IRM), ensuring alignment with business requirements and industry best practices.
• Business Analysis & Requirement Gathering: Conduct in-depth research and data analysis to capture and refine business requirements, translating them into structured ServiceNow solutions.
• Design & Testing: Work closely with development teams to design, test, and transition ServiceNow solutions, ensuring all functionalities are built, tested, and deployed effectively.
• Configuration & Customization Support: Provide detailed requirements to developers, enabling efficient configuration and customization of ServiceNow modules.
• Stakeholder Engagement & Workshops: Facilitate requirement-gathering workshops with key stakeholders, ensuring clear communication and alignment throughout the project lifecycle.
• Documentation & Governance: Maintain and manage project documentation, requirements traceability matrix, and test evidence, ensuring compliance and project transparency.
• Continuous Service Improvement: Assist delivery teams in identifying and resolving issues, continuously enhancing the quality of services delivered via the ServiceNow platform.

Requirements:

• 10+ years of experience in IT Service Management (ITSM), IT Operations Management (ITOM), and ServiceNow consulting.
• Proven experience implementing HAM, SAM, CMDB, and IRM within the ServiceNow platform.
• Strong business analysis and facilitation skills, with the ability to translate complex technical concepts into clear business terms.
• Hands-on experience in data analysis, requirement gathering, and stakeholder management for enterprise IT solutions.
• Experience supporting testing phases, ensuring platform functionalities meet business needs before deployment.
• Ability to lead cross-functional teams and drive ServiceNow platform adoption across organizations.
• Excellent communication and documentation skills, with the ability to create structured project artifacts (e.g., requirements, traceability matrix, test cases).