Senior ITSM Manager (ServiceNow Expert)

Job Description

Convera is seeking a Senior ITSM Manager with expertise in ServiceNow to lead and optimize Change, Problem, Incident, and Knowledge Management processes. The ideal candidate will ensure smooth IT service delivery, minimize risks, and drive continuous improvement across the ITSM landscape. The candidate should be a ServiceNow expert with a deep understanding of ITIL frameworks and governance models, passionate about the evolution of ITSM in a fully cloud-native environment.

Responsibilities:

• Own and enhance Change, Problem, Incident, and Knowledge Management processes.
• Drive the adoption of a structured knowledge repository.
• Chair Change Advisory Board (CAB) meetings and minimize risks associated with system updates and deployments.
• Establish proactive problem management practices.
• Leverage ServiceNow to automate and improve ITSM processes.
• Act as an internal advocate for ServiceNow capabilities.
• Work closely with IT Operations, Security, Engineering, and Business teams.
• Ensure compliance with regulatory and security requirements.
• Define, measure, and report ITSM KPIs.

Requirements:

• 8+ years of experience in ITSM with ServiceNow expertise.
• Strong hands-on experience with ServiceNow.
• ITIL v4 Certification preferred.
• Experience running ITSM in a fully cloud-native environment.
• Expertise in ITIL frameworks and ITSM evolution in DevOps, Agile, and cloud-centric organizations.
• Excellent communication and stakeholder management skills.
• Strong automation mindset.

Convera offers:

• Competitive salary
• Opportunity to earn an annual bonus.
• Great career growth and development opportunities in a global organization
• A flexible approach to work