ServiceNow Service Manager/cmdb & csdm/itl/Scripting/rest/soap/data flows
We are seeking an experienced ServiceNow Service Manager to take strategic ownership of the ServiceNow platform, supporting mid- to long-term development and ensuring alignment with business needs. This role requires a blend of technical leadership, stakeholder management, and hands-on ServiceNow expertise.
Location: London (Hybrid - 2 days onsite per week)
Level: Vice President
Department: Infrastructure Management
Reports To: Director, Infrastructure Service Management
Key Responsibilities:
* Lead the strategic design, development, and implementation of ServiceNow solutions.
* Provide expert guidance on platform architecture, integrations, and best practices.
* Act as the primary liaison between internal teams and ServiceNow vendors/developers.
* Translate business needs into ServiceNow solutions and roadmaps.
* Oversee vendor deliverables, manage scope, and handle change orders.
* Deliver presentations and demos that align platform strategy with business goals.
* Support and mentor team members with ServiceNow training and knowledge sharing.
* Manage and maintain CMDB and align with Common Service Data Model (CSDM) standards.
Core Skills & Experience:
* 5-7 years of hands-on ServiceNow development or management experience.
* Proven ability to implement and configure ServiceNow across multiple modules.
* Deep understanding of ServiceNow ITSM and platform architecture.
* Skilled in gathering business requirements and converting them into technical solutions.
* Experience with upgrade and patch management within ServiceNow.
* Proficiency in managing update sets and promoting code across instances.
* Knowledge of CMDB design, discovery, and maintenance including KPI reporting.
* Experience with system integrations and common integration methods.
* Familiar with ServiceNow development and administration techniques.
* Strong communication and stakeholder engagement skills.
* ITIL Foundation certification required; ITIL Expert preferred.
* Practical experience applying ITIL frameworks and service management best practices.
* Excellent analytical and problem-solving capabilities.
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