ITSM ServiceNow Lead
APAR TECHNOLOGIES PTE. LTD.
6 days ago
Posted date6 days ago
N/A
Minimum levelN/A
Job Description
Key responsibilities
Must have skills
Good to have skills
EA Number: 11C4879
Key responsibilities
- Lead the end-to-end ITSM and ServiceNow implementation project.
- Govern and oversee ITIL-based processes and ensure alignment with customer expectations.
- Manage the ITSM process team and ServiceNow developers, acting as the engagement lead.
- Ensure CMDB governance and alignment with SACM and CSDM frameworks.
- Drive continual improvement initiatives and SLA/KPI compliance.
- Act as the primary point of contact for client escalations and strategic discussions.
- Conduct client workshops, service reviews, and training sessions.
- Prepare and present reports, dashboards, and operational reviews to stakeholders.
- Collaborate with PMO, tower leads, and global delivery managers to ensure project success.
- Promote a culture of continuous improvement and operational excellence.
Must have skills
- 8+ years of experience in ITSM area that include supporting the customers in Strategy, Consulting Operations and Improvements.
- Proven experience in implementing and governing ITIL processes - Incident, Problem, Change, Request, Service Level, Asset, Configuration Management, etc.
- Should have good functional knowledge and understanding on Servicenow platform mainly ITSM & ITOM modules.
- Excellent communication, stakeholder management, and cross-cultural collaboration skills.
- Ability to translate business requirements into process and technical solutions.
- Experience in managing global delivery teams and vendor coordination.
- Proficiency in creating client documentation, reports, and presentations.
Good to have skills
- Experience of leading ServiceNow implementations, especially ITSM and ITOM modules.
- ITIL Intermediate or Expert Certification.
- ServiceNow CSA certified.
- Experience with tools like JIRA, Confluence, MS Project.
EA Number: 11C4879
JOB SUMMARY
ITSM ServiceNow Lead
APAR TECHNOLOGIES PTE. LTD.
Singapore
6 days ago
N/A
Full-time
ITSM ServiceNow Lead