ITSM Manager (ServiceNow platform)

Key Responsibilities:

• Lead the end-to-end IT Service Management function, including the design, implementation and continuous improvement of ITSM processes, standards and operating procedures.
• Oversee the ServiceNow platform, including platform governance, roadmap planning, demand prioritisation, release oversight, configuration standards, data quality and user adoption.
• Drive process standardisation and operational discipline by embedding strong governance, risk and control practices across service management workflows.
• Manage audit, governance and control matters within Technology & Operations, including audit coordination, regulatory reviews, evidence management, issue tracking and remediation reporting.
• Maintain audit readiness by ensuring process documentation, control records, procedures and supporting evidence are accurate, current and readily available.
• Partner closely with risk, compliance, audit and business stakeholders to identify control gaps, implement remediation actions and strengthen governance practices.
• Lead ServiceNow enhancements and platform improvements in partnership with business and technology teams, ensuring solutions are fit for purpose and aligned with enterprise priorities.
• Monitor and report on service performance through KPIs, SLAs, trend analysis and management dashboards to support service improvement and decision-making.
• Lead key service management and governance initiatives to enhance process maturity, platform effectiveness and service quality.
• Manage and develop a team by setting clear objectives, coaching employees, building capability and fostering a high-performing and collaborative culture.
• Manage vendors and delivery partners, where applicable, to ensure service quality, performance and contractual compliance.

Qualifications and Experience:

• Degree in Information Technology, Computer Science, Engineering, Business IT or a related discipline.
• At least 8 to 12 years of relevant experience in IT Service Management, ServiceNow platform management, technology operations, governance, risk, controls or audit-related roles.
• Proven experience managing ITSM processes within a large enterprise environment, preferably in a regulated industry.
• Strong working knowledge of ServiceNow ITSM modules, including Incident, Problem, Change, Request, Knowledge and CMDB.
• Experience in audit, regulatory review, control testing, remediation tracking and governance reporting.
• Demonstrated people management experience, with a track record of leading and developing high-performing teams.
• Good understanding of ITIL practices, governance frameworks and technology control disciplines.
• Strong communication, stakeholder management and presentation skills, with the ability to engage effectively across technical and non-technical audiences.

Preferred Skills / Certifications:

• ITIL certification and/or relevant ServiceNow certifications.
• Experience in financial services, insurance, banking or other highly regulated environments.
• Familiarity with technology risk, operational resilience, compliance frameworks and control self-assessment practices.