Senior ITSM Project Manager – ServiceNow / SMO Processes
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Role Purpose
The primary goal of this role is to deliver, standardize, and continuously improve key Service Management Office (SMO) processes using the ServiceNow platform.
The role owns the end-to-end delivery of ITSM and service lifecycle processes such as Incident, Change, Problem, Request, Knowledge, SLAs, CMDB, Asset, and Service Modeling (Business, Application, and Technical Services), ensuring they are fit‑for‑purpose, technically robust, and fully aligned with operational needs.
This is a hands‑on senior delivery role requiring deep ITSM knowledge, strong ServiceNow technical understanding, and proven project leadership in complex, integral environments.
Key Outcomes & Accountabilities
SMO / ITSM Process Delivery (Primary Accountability)
- Lead the design, implementation, and rollout of core SMO processes on ServiceNow, including:
- Incident Management
- Change Enablement
- Problem Management
- Request Fulfillment
- Knowledge Management
- Service Level Management (SLAs, OLAs, KPIs)
- Configuration Management (CMDB, CSDM alignment)
- IT Asset Management (Hardware / Software lifecycle)
- Service Lifecycle Management
- Service Database (Business, Application, Technical Services)
- Ensure processes are ITIL-aligned, standardized, scalable, and measurable.
- Drive process adoption, consistency, and operational readiness across regions and teams.
ServiceNow Platform Delivery
- Act as the delivery owner for ServiceNow-based process implementations and enhancements.
- Translate SMO process requirements into ServiceNow functional and technical designs.
- Partner closely with architects, developers, and administrators to:
- Validate solution designs.
- Ensure correct use of out-of-the-box capabilities vs. customization.
- Maintain platform performance, maintainability, and upgrade readiness.
- Oversee integrations, data models, workflows, and reporting related to ITSM and CMDB.
CMDB, Services & Data Quality
- Lead CMDB enablement and maturity initiatives, aligned with CSDM.
- Drive definition, onboarding, and lifecycle management of:
- Business Services
- Application Services
- Technical Services
- Ensure service‑to‑CI relationships support incident, change, impact analysis, and reporting.
- Establish data governance, ownership, and quality controls for configuration and service data.
Project & Delivery Management
- Plan and manage delivery of multiple SMO and ServiceNow initiatives in parallel.
- Manage scope, timelines, dependencies, risks, and delivery milestones.
- Apply Agile, Hybrid, or Waterfall methodologies depending on initiative type.
- Drive effective backlog management, sprint planning, and release coordination.
Stakeholder & Vendor Management
- Work closely with SMO leadership, process owners, operations teams, and technical stakeholders.
- Facilitate workshops to define process requirements and service models.
- Manage system integrators and vendors, ensuring delivery quality and accountability.
- Act as the single point of escalation for SMO process delivery risks and issues.
Governance, Change & Adoption
- Establish governance models for ITSM and ServiceNow process delivery.
- Ensure alignment with enterprise architecture, security, and compliance standards.
- Support training, communication, and organizational change activities.
- Drive continuous improvement using operational metrics and feedback.
Required Experience & Skills
Experience
- 8+ years in IT Project / Service Delivery Management.
- 5+ years delivering ServiceNow ITSM solutions in enterprise environments.Proven experience delivering multiple ITSM / SMO processes end-to-end.
- Experience working in general, matrixed organizations.
ITSM & ServiceNow Expertise
- Deep understanding of ITIL v3 / v4 processes.
- ServiceNow ITSM architecture and data model.
- CMDB, CSDM, and service modeling concepts.
- Strong hands‑on knowledge of ServiceNow modules related to ITSM and services.
- Ability to challenge technical designs and ensure alignment with best practices.
Certifications (Highly Preferred)
- ITIL v4 Foundation or higher.
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Implementation Specialist (ITSM, ITAM, or CSDM-related).
- PMP, Prince2, or SAFe certification.
Key Competencies
- Strong delivery ownership and execution discipline.
- Excellent stakeholder communication at operational and leadership levels.
- Ability to translate complex SMO and ServiceNow concepts into business value.
- Structured, outcome-driven, and detail-oriented mindset.
If you have a valid disability certificate, Certificate of Disability in Force, please contact us. Among HCL's principles we would like to highlight diversity and inclusion as a strength in our values and practices.
HCL is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
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