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 processes on ServiceNow, including:
• Incident Management
• C...