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 Responsibilities

ITSM 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.

Platform Optimization & Sustainability

• 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.

Stakeholder Management

• 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.

Continuous Improvement

• 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.

Platform Roadmap & Governance

• 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.

Required Skills & Experience

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

Key Competencies

• 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)