Role Purpose and scope

• We are seeking a seasoned ITIL Service Management Expert with 8–12 years of experience in managing and optimizing ITIL processes across global environments.
• The ideal candidate will have hands-on expertise in ServiceNow - including exposure to the Common Service Data Model (CSDM) and Service Mapping
• A track record of recent implementation of ITIL processes like Incident, Problem, Change, Release, Major Incident, and Communications Management in Service Now
• Utilize ServiceNow, including the CSDM module, to:
o Ensure accurate service mapping and CMDB alignment
o Support data governance and service modelling best practices
o Integrate CSDM with ITIL workflows for enhanced visibility and control
• Collaborate with cross-functional teams to engage in conversations to modify/ enhance ITIL processes in Service Now
• Ability to orchestrate initiatives around standardization of processes across all IT&D teams
• Conduct training and awareness sessions to promote ITIL best practices across the organization
• Governance & Reporting: Define Governance framework and reporting principles for Service Management in light of the new CSDM model implementation
• Vendor Management: Establish strong working relationships with service providers, vendors, and stakeholders to foster collaboration and improve service outcomes. Monitor vendor performance, identify areas for improvement, and take necessary actions to address issues and discrepancies

Experience & Skills required:
• 8–12 years of experience in IT Service Management roles
• Proven experience in Service Integration and Management or IT Service Management (ITSM).
• Strong understanding of ITIL (Information Technology Infrastructure Library) framework and practices
• Solid implementation experience of ITSM process (INC, PRB, CHG, CMDB etc.) on ServiceNow
• Strong proficiency in ServiceNow, including CSDM framework and modules
• Proven track record on implementing the Process Modernization roadmap as part of Multi-Cloud environment, multi-vendor environment & Digital transformations.
• Experience in managing global stakeholders and vendor ecosystems
• Ability to thrive in high-pressure environments and manage multiple priorities
• Knowledge on Application and infrastructure Maintenance lifecycle
• Working knowledge of GxP guidelines, prior experience of setting robust processes compliant with GxP on a ITSM tool.
• Hands-on experience refining the Hardware & Software Asset Management & CMDB.
• Agile Change management experience

Technical / professional qualifications:
• Bachelor’s degree in Computer Science, Information Technology, or related field
• ITIL v3/v4 Certification (Foundation mandatory, Intermediate/Expert preferred)
• Exposure to CSDM implementation and CMDB modelling (preferred)
• SIAM Certification and/or equivalent Service Integration methodology (desirable)
• Exposure to Infrastructure concepts – Cloud & On-Prem (desirable)
• Agile Methodology (desirable)