ServiceNow Service Management Office (SMO)

Senior ITSM Project Manager – ServiceNow / SMO Processes

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, global environments.

Key Outcomes & Accountabilities

SMO / ITSM Process Delivery (Primary Accountability)

• Lead the design, implementation, and rollout of core SMO...