Manager, ServiceNow ITOM Platform Delivery and Support

Position Objective:

Provide deep ServiceNow IT Operations Management (ITOM) expertise and lead the design, implementation and support of enterprise ITOM capabilities across GIT Operations. Deliver governed solutions spanning Discovery, Service Mapping, CMDB and CSDM, integrations and automation to improve infrastructure visibility, service health and operational efficiency. Ensure solutions are scalable, aligned with platform standards and business requirements, and effectively transitioned to the platform owner for ongoing maintenance and support.

Roles and Responsibilities:

• ServiceNow Solution Delivery

Lead the end-to-end design, implementation, testing and deployment of ServiceNow ITOM capabilities, with primary focus on Discovery, Service Mapping, CMDB and CSDM. Deliver reliable integrations, automation and service visibility solutions that support operational efficiency and continuous improvement across GIT Operations. Ensure solutions meet business requirements and deliver measurable operational value.

• Platform Standards and Governance

Ensure all platform enhancements comply with ServiceNow architecture principles, platform standards, governance requirements and technical best practices. Maintain alignment with enterprise design principles to deliver scalable, secure and supportable solutions.

• Service Data and Platform Configuration Management

Design, configure and optimise ITOM data and platform components, including CMDB class models and data quality, Discovery schedules and patterns, MID Servers, credentials, Identification and Reconciliation Engine (IRE) rules, CSDM alignment, Service Mapping and integrations with monitoring and infrastructure tools. Diagnose complex discovery and mapping issues and ensure configuration data remains accurate, reliable and operationally useful.

• Reporting and Operational Insights

Design and maintain ServiceNow dashboards, reporting solutions and operational data structures that provide visibility of service performance, operational health and platform effectiveness. Support data-driven decision making across GIT Operations.

• Platform Quality, Security and Release Management

Maintain appropriate platform controls covering security, user access, deployment governance, code quality and release management. Conduct solution reviews and oversee deployment activities to ensure compliance with established change and operational processes.

• Stakeholder Collaboration and Advisory

Partner with operational teams, project teams and platform stakeholders to understand business needs, provide expert ServiceNow guidance and recommend solution approaches that align with platform strategy and operational objectives. Promote consistent adoption of platform best practices across the organisation.

• Documentation, Knowledge Transfer and Continuous Improvement

Produce and maintain technical documentation, operational procedures and design artefacts. Ensure completed solutions are effectively transitioned to the platform owner for ongoing maintenance and support. Drive continual improvement opportunities that increase standardisation, automation and operational efficiency.

Preferred Job Requirements

Experience:

• 8+ years of relevant technology experience, including substantial hands-on delivery of ServiceNow ITOM solutions in complex enterprise environments.
• Proven delivery experience across the core ServiceNow ITOM disciplines, particularly Discovery and Service Mapping, supported by strong practical knowledge of CMDB, CSDM, IRE, MID Servers, credentials, patterns and data reconciliation.
• Demonstrated experience implementing, troubleshooting and improving production ITOM solutions, translating infrastructure and operational requirements into scalable, supportable platform designs.
• Experience working within governed enterprise environments with defined architecture, security, change, and release management processes.
• Experience collaborating with operational teams, technology stakeholders, and platform owners across multiple functions.

Qualifications and Certifications:

• Bachelor's Degree in Information Technology, Computer Science, Engineering or a related discipline.

• ServiceNow certifications are advantageous but not required.

Relevant certifications include

o Certified Implementation Specialist – Discovery (CIS-DISCO),

o Certified Implementation Specialist – Service Mapping (CIS-SM),

o Certified Implementation Specialist – Data Foundations (CMDB and CSDM) (CIS-DF).

o Certified System Administrator (CSA)

• ITIL 4 Foundation also considered advantageous

Characteristics:

• Strong analytical and problem-solving skills with the ability to evaluate requirements and recommend practical solutions.
• Able to communicate complex technical concepts in a clear and business-friendly manner.
• Demonstrates sound judgement, accountability, and a high degree of professional autonomy.
• Effective stakeholder management skills with the ability to build trusted relationships across technical and business teams.
• Able to manage multiple priorities and adapt to changing business and operational requirements.
• Collaborative and outcome-focused, with a continuous improvement mindset.
• Strong written and verbal communication skills in English.