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Protocol Intelligence
Data-driven signals on your job's competitivenessTier-1 brand and metro location increase competition, while specialized ServiceNow leadership narrows the applicant pool.
Requires deep ITSM, ServiceNow, and large global org leadership experience, limiting cross-industry transferability.
Explicit multi-decade technical and leadership experience plus mandatory ServiceNow skills enforce strict shortlisting.
Job Description
Structured overview of role & requirementsAbout This Role
Define and drive the ITSM platform strategy and adoption across the organization to enhance operational excellence.
Lead and manage a team responsible for ITSM platforms like ServiceNow, focusing on automating and streamlining IT and business operations.
Partner with cross-functional teams and external vendors to ensure service quality, compliance, and continuous improvements in IT service delivery.
Minimum Requirements
8+ years of leadership experience in IT Service Management or Business Application Service Delivery in a large global organization.
8+ years of experience leading globally distributed teams supporting 24x7 operations.
8+ years of hands-on experience with ServiceNow.
15+ years of technical experience in IT software development and operations.
Ideal Candidate Profile
Experienced in transforming IT Operations practices and driving adoption of ITSM processes at scale with strong strategic planning skills.
Capable of managing cross-functional and cross-geography collaborations, demonstrating strong organizational and communication skills.
Focused on operational excellence, compliance adherence, and delivering measurable improvements in user experience and service resilience.