Senior ITSM Project Manager – ServiceNow / SMO Processes Se anima a todos los posibles solicitantes a que se desplacen y lean la descripción completa del puesto antes de presentar su candidatura.Role PurposeThe 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 & AccountabilitiesSMO / ITSM Process Delivery (Primary Accountability)Lead the design, implementation, and rollout of core SMO processes on ServiceNow, including:Incident ManagementChange EnablementProblem ManagementRequest FulfillmentKnowledge ManagementService Level Management (SLAs, OLAs, KPIs)Configuration Management (CMDB, CSDM alignment)IT Asset Management (Hardware / Software lifecycle)Service Lifecycle ManagementService Database (Business, Application, Technical Services)Ensure processes are ITIL-aligned, standardized, scalable, and measurableDrive process adoption, consistency, and operational readiness across regions and teamsServiceNow Platform DeliveryAct as the delivery owner for ServiceNow-based process implementations and enhancementsTranslate SMO process requirements into ServiceNow functional and technical designsPartner closely with architects, developers, and administrators to:Validate solution designsEnsure correct use of out-of-the-box capabilities vs. customizationMaintain platform performance, maintainability, and upgrade readinessOversee integrations, data models, workflows, and reporting related to ITSM and CMDBCMDB, Services & Data QualityLead CMDB enablement and maturity initiatives, aligned with CSDMDrive definition, onboarding, and lifecycle management of:Business ServicesApplication ServicesTechnical ServicesEnsure service-to-CI relationships support incident, change, impact analysis, and reportingEstablish data governance, ownership, and quality controls for configuration and service dataProject & Delivery ManagementPlan and manage delivery of multiple SMO and ServiceNow initiatives in parallelManage scope, timelines, dependencies, risks, and delivery milestonesApply Agile, Hybrid, or Waterfall methodologies depending on initiative typeDrive effective backlog management, sprint planning, and release coordinationStakeholder & Vendor ManagementWork closely with SMO leadership, process owners, operations teams, and technical stakeholdersFacilitate workshops to define process requirements and service modelsManage system integrators and vendors, ensuring delivery quality and accountabilityAct as the single point of escalation for SMO process delivery risks and issuesGovernance, Change & AdoptionEstablish governance models for ITSM and ServiceNow process deliveryEnsure alignment with enterprise architecture, security, and compliance standardsSupport training, communication, and organizational change activitiesDrive continuous improvement using operational metrics and feedbackRequired Experience & SkillsExperience8+ years in IT Project / Service Delivery Management5+ years delivering ServiceNow ITSM solutions in enterprise environmentsProven experience delivering multiple ITSM / SMO processes end-to-endExperience working in global, matrixed organizationsITSM & ServiceNow ExpertiseDeep understanding of:ITIL v3 / v4 processesServiceNow ITSM architecture and data modelCMDB, CSDM, and service modeling conceptsStrong hands-on knowledge of ServiceNow modules related to ITSM and servicesAbility to challenge technical designs and ensure alignment with best practicesCertifications (Highly Preferred)ITIL v4 Foundation or higherServiceNow Certified System Administrator (CSA)ServiceNow Implementation Specialist (ITSM, ITAM, or CSDM-related)PMP, Prince2, or SAFe certificationKey CompetenciesStrong delivery ownership and execution disciplineExcellent stakeholder communication at operational and leadership levelsAbility to translate complex SMO and ServiceNow concepts into business valueStructured, outcome-driven, and detail-oriented mindsetAbout HCLTech:We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis.We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you'll thrive in, then you're in the right place. Join us on our journey in advancing the technological world through innovation and creativity.Why Us?We offer End-to-end digital transformation expertise that helps clients from strategy through execution. We work with the biggest brands, offering the opportunity to be a part of industry-leading work.We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark.We offer freedom and flexibility on the job, empowering our employees to make decisions.We offer a virtual-first work environment, promoting a good work-life balance and real flexibility Our company is extremely diverse with representation of 165 nationalities.We offer the opportunity to work with colleagues across the globe.We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect.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. To achieve all our objectives, it intends to attract, develop, and retain different profiles, assuming diversity as a key factor and differentiator of fundamental innovation in our organization. We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who is part of HCL.HCL is an equal opportunity employer. xohynlm 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.