About this role
Director-level role responsible for corporate IT services with a focus on ITSM, CMDB governance, and ServiceNow platform development and operations, ensuring reliable and scalable IT services and driving service management maturity.
Key Responsibilities
- Own ITSM strategy and roadmap
- Establish governance and continual improvement
- Define service KPIs/OKRs
- CMDB governance and CMDB-Asset alignment
- Lead ServiceNow development, deployment, and upgrades
Technical Overview
Scope includes ITSM lifecycle processes, CMDB governance, and ServiceNow platform development including integrations and enterprise workflow alignment; requires governance, risk, and compliance collaboration.
Ideal Candidate
The ideal candidate is a senior IT leader with 10+ years guiding ITSM programs, CMDB governance, and ServiceNow platform strategy; strong governance and risk/compliance prowess; capable of leading cross-functional teams and driving measurable improvements.
Must-Have Skills
Bachelor's degree in Information SystemsComputer ScienceEngineeringor related field (or equivalent experience)10+ years in progressive IT leadership rolesincluding ownership of enterprise service delivery5+ years managing ITSM processes and/or service operations in a medium-to-large enterpriseDemonstrated leadership of ServiceNow administration and delivery teams (developers/admins/product owners)including roadmap and stakeholder managementStrong working knowledge of CMDB principlesconfiguration management governanceand operational use cases (incident/change/asset/service mapping)Experience with enterprise integrations (e.g.HRidentitymonitoringasset discoverycollaboration tools) and managing cross-team dependenciesProven ability to lead process changedrive adoptionand deliver measurable outcomes
Nice-to-Have Skills
ITSM/ITIL-aligned certifications (e.g.ITIL Foundation or higher)ServiceNow certifications (e.g.CSACIS tracks) and/or experience leading multiple module implementationsExperience in regulated environments and audit supportExperience implementing service metrics and executive dashboards for service performance managementExperience with Agile delivery and product operating models for platform teams
Tools & Platforms
ServiceNowHR systems integrationIdentity management systemsMonitoring toolsAsset discovery tools
Required Skills
ITSM leadershipServiceNowCMDBincident managementchange managementknowledge managementservice catalogSLAMTTRgovernancerisksecuritycomplianceauditsvendor management
Hard Skills
IT Service ManagementCMDB governanceServiceNowIncident managementRequest managementProblem managementKnowledge managementService CatalogSLAMTTRSDLC controlsGovernanceRiskSecurityand ComplianceEnterprise integrationsVendor managementChange management
Soft Skills
Strategic leadershipOperational excellencePlatform governanceData disciplineInfluence and communicationPeople developmentStakeholder management
Certifications
Required
ITIL Foundation or higher
Preferred
ServiceNow CSA or CIS tracks
Keywords for Your Resume
Head of IT Service ManagementITSM leadershipServiceNowCMDBConfiguration Management DatabaseServiceNow developmentServiceNow administrationIncident managementChange managementKnowledge managementService CatalogSLAMTTRCMDB governanceRisk managementComplianceAuditsVendor managementCABITILAgilePlatform governanceITSM
Deal Breakers
10+ years of IT leadership, 5+ years ITSM management, ServiceNow leadership experience
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