SERVICENOW & ITSM MANAGER

MLF-2512-417
SERVICENOW & ITSM MANAGER
MADRID/BARCELONA

We collaborating with a multinational FMCG company who is currently expanding their team with a new role, looking for top ServiceNow professionals, who will have a key position in the organization.

Role Overview

We are looking for a senior external consultant (contractor) to manage the global ServiceNow platform and lead the continuous improvement of IT Service Management processes across the Group. The role combines platform ownership, global process governance, and project management for the related projects.

You will be the single point of contact for all ServiceNow and ITSM topics and work closely with our ServiceNow partner, as well as Group IT teams and local IT teams. Although external, this role is strategic and long-term, with the possibility of future internalization.

Key Responsibilities

ServiceNow Platform Ownership

- Act as global owner for the ServiceNow platform and its roadmap.

- Maintain a collaborative partnership with our ServiceNow partner, ensuring joint planning and high-quality delivery.

- Oversee platform governance: roles, ACLs, integrations, data quality, and adherence to best practices.

- Prioritize and manage the platform backlog; validate requirements and solution proposals.

- Coordinate UAT and training.

Global ITSM Process Ownership

- Own and maintain global ITSM processes (Incident, Request, Knowledge, Problem, Change, Configuration (CMDB/CSDM) Management).

- Support the evolution of SPM processes (Demand, Project, Enhancement Management).

- Define standards, operating procedures, KPIs, and process governance.

- Facilitate process adoption through training, documentation, and communication.

- Align global processes with local requirements across the subsidiaries.

Project Management

- Lead internal project management for the ITSM related projects.

- Coordinate with ServiceNow Partner and internal teams to ensure alignment on scope, dependencies, and design decisions.

- Review Statements of Work and provide recommendations for approval.

- Track risks, timelines, quality, and internal resource needs.

- Ensure smooth execution of UAT and training, validate documentation.

- Provide structured reporting to the Head of IT Service & Client Management.

Training, Adoption & Support

- Deliver training for IT support teams and end users.

- Produce clear documentation and communication for process and platform changes.

- Support subsidiaries in adopting global ITSM processes and the ServiceNow platform.

Required Qualifications & Experience

Must-Have

- 3–5 years of hands‑on ServiceNow experience (administration, configuration, governance).

- Strong knowledge of ITSM processes and ITIL v4 (Managing Professional preferred; ITIL v3 Intermediate acceptable).

- Experience managing external service providers and implementation partners.

- Strong project management capabilities (PMP certification advisable)

- Excellent communication, documentation, and stakeholder management skills.

- Experience in global or distributed environments.

- Fluent English.

Nice-to-Have

- ServiceNow CSA certification; CIS-ITSM or CIS-Discovery is a plus.

- Knowledge of CSDM and exposure to ITOM/Discovery.

- Experience with multi‑subsidiary or retail environments.

- Spanish language skills.

Personal Competencies

- Structured and analytical; able to simplify complexity.

- Skilled at building partnerships and fostering collaboration.

- Confident facilitating discussions and influencing stakeholders.

- Autonomous, accountable, and proactive.

- Strong planning, coordination, and reporting discipline.

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