ServiceNow Implementation Lead (ITSM)

Job Summary

The ServiceNow Implementation Lead is responsible for end-to-end delivery and execution of ServiceNow implementations, with a strong focus on ITSM and CMDB. This role requires a hands-on leader who can drive platform configuration, lead implementation teams, and ensure successful deployment and adoption across the enterprise.

The individual will combine deep technical expertise in ServiceNow with program leadership, ensuring scalable, high-quality implementations aligned to business needs and ITIL best practices.

Key Responsibilities

• Lead end-to-end ServiceNow implementations, including design, configuration, integration, testing, and deployment
• Act as the primary owner for ServiceNow delivery, ensuring timelines, quality, and business outcomes are met
• Provide hands-on expertise in ServiceNow ITSM modules (Incident, Problem, Change, Request, CMDB, Asset Management)
• Design and guide ServiceNow architecture, workflows, and integrations with enterprise systems
• Drive CMDB implementation, data governance, and accuracy improvements
• Work closely with business and IT stakeholders to translate requirements into scalable ServiceNow solutions
• Lead and mentor developers, administrators, and partner teams during implementation
• Ensure adherence to best practices in ServiceNow development, ITIL processes, and platform governance
• Support platform upgrades, enhancements, and continuous improvement initiatives
• Define and track implementation success metrics, KPIs, and adoption metrics

Required Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or equivalent experience
• Strong hands-on experience in ServiceNow implementation and configuration
• Proven experience leading ServiceNow ITSM implementation projects in enterprise environments
• Deep expertise in:
  • ServiceNow ITSM modules
  • CMDB design and implementation
  • Workflow configuration, scripting, and integrations
• Strong understanding of ITIL framework and service management processes
• Experience managing implementation teams and vendor partners
• Excellent stakeholder management and communication 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.