Job Description

Position: Senior ServiceNow Delivery Manager / Enterprise Service Management (ESM) Consultant

We are seeking a seasoned Enterprise Service Management (ESM) Consultant or Senior ServiceNow Delivery Manager to lead the strategic implementation of key ServiceNow modules including Hardware Asset Management (HAM), Software Asset Management (SAM), Configuration Management Database (CMDB), and Integrated Risk Management (IRM).

This role demands a visionary leader with deep ServiceNow expertise and the ability to align technical solutions with business goals. The ideal candidate brings a strong foundation in business analysis, stakeholder engagement, and project leadership—driving successful, enterprise-scale ServiceNow transformations.

Key Responsibilities:

• ServiceNow Implementation Oversight: Lead end-to-end implementation of ServiceNow modules (HAM, SAM, CMDB, IRM), ensuring solutions align with business needs and industry standards.
• Business Analysis & Requirements Gathering: Conduct thorough research and analysis to define and refine business needs, translating them into actionable ServiceNow solutions.
• Solution Design & Testing: Collaborate with development teams to design, test, and deploy solutions, ensuring high-quality delivery and functional completeness.
• Configuration & Customization Enablement: Translate business requirements into detailed specifications, supporting development teams in configuring and customizing the platform.
• Stakeholder Engagement: Facilitate workshops and engage with stakeholders throughout the project lifecycle to ensure clear communication and alignment.
• Project Governance & Documentation: Maintain comprehensive documentation, including requirements traceability, test evidence, and project deliverables to support compliance and transparency.
• Continuous Improvement: Partner with delivery teams to identify and address platform issues, driving ongoing enhancements to ServiceNow services and capabilities.

Required Qualifications:

• 10+ years of experience in IT Service Management (ITSM), IT Operations Management (ITOM), and ServiceNow consulting.
• Demonstrated success in implementing HAM, SAM, CMDB, and IRM modules on the ServiceNow platform.
• Strong business analysis skills with the ability to translate complex technical concepts into business-focused outcomes.
• Proven experience in enterprise-level data analysis, requirements gathering, and stakeholder management.
• Experience supporting QA and UAT phases to ensure solution readiness and effectiveness.
• Capable of leading cross-functional teams and driving user adoption across large organizations.
• Excellent communication and documentation skills, with expertise in creating structured project artifacts such as requirements documents, traceability matrices, and test plans.

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