About the Role
We are seeking an experienced ITOM Lead to drive our ServiceNow IT Operations Management (ITOM) capability across the EMEA market. This is a senior leadership role combining strategic ownership, hands-on technical expertise, customer engagement, and capability development.
As the regional ITOM leader, you will own the vision, delivery excellence, and growth of the ServiceNow ITOM portfolio, including Discovery, Service Mapping, Event Management, and ITOM Prime. Given the infrastructure-critical nature of ITOM engagements, this role requires a strong balance of leadership and deep technical involvement in complex customer implementations and escalations.
Key Responsibilities
Client Delivery & Technical Leadership
Provide architecture-level leadership for complex ServiceNow ITOM engagements.
• Act as a senior technical authority for Discovery; Service Mapping; Event Management; ITOM Prime; CMDB and CSDM-aligned implementations.
• Support large-scale transformation programs involving Multi-cloud discovery; Enterprise service mapping; CMDB-dependent event correlation; Infrastructure visibility and operational excellent initiatives.
• Lead resolution of critical P1 and P2 ITOM-related incidents and escalations within agreed service levels.
• Partner with delivery teams to mitigate technical risks and ensure successful project outcomes.
• Own and present the EMEA ITOM roadmap during customer governance and roadmap reviews.
• Provide quality assurance oversight on architecture, design, and deployment standards.
Capability Development & CoE Leadership
• Define and maintain regional standards, frameworks, and best practices for ServiceNow ITOM delivery.
• Build and evolve reusable accelerators, delivery assets, and implementation playbooks.
• Lead the development of Discovery and Service Mapping blueprint initiatives ; Event Management implementation playbooks.
• Partner with Learning and Academy teams to design and deliver upskilling programs.
• Coach consultants, architects, and technical leads across the EMEA market.
• Support workforce capability planning and certification growth initiatives.
Sales & Solutioning
• Lead solution architecture activities for ITOM-focused RFPs, proposals, and customer pursuits.
• Develop scalable, commercially viable ITOM solutions aligned with customer business objectives.
• Contribute thought leadership and market insights to strengthen the ServiceNow practice.
• Collaborate with global and regional stakeholders to support capability growth and market expansion.
Required Qualifications
Experience
• 14-18 years of overall IT experience.
• Extensive hands-on experience delivering ServiceNow ITOM solutions.
• Proven expertise in Discovery; Service Mapping; Event Management; CMDB; CDSM; ITOM Prime.
• Demonstrated experience leading large-scale, enterprise ServiceNow implementations.
• Experience managing complex customer engagements across multiple accounts, business units, or geographies.
• Proven track record of leading technical escalation management in critical infrastructure environments.
Certifications
• Must hold at least one current ServiceNow Certified Implementation Specialist (CIS) certification in Discovery / Event Management / Service Mapping
• Additional ServiceNow certifications are highly desirable.
Technical Skills
• ServiceNow ITOM Suite
• ITOM Prime
• Discovery
• Service Mapping
• Event Management
• CMDB Architecture
• Common Service Data Model (CSDM)
• Cloud Discovery and Multi-Cloud Environments
• Infrastructure Operations
• Monitoring and Event Correlation
• Enterprise Architecture
• Service Management Governance
• Technical Solution Design
Leadership Competencies
• Strategic thinking and roadmap development
• Executive stakeholder management
• Client-facing consulting and advisory skills
• Team coaching and capability building
• Problem-solving under pressure
• Commercial awareness and solution ownership
• Cross-functional collaboration in global environments
• Decision-making in business-critical situations
What we offer
• A competitive salary based on your qualities and experience
• NS business card to cover your commute expenses
• 25 days of paid holiday per year
• A laptop and a smartphone
• A pension scheme
• Health insurance
• Organization driven by technology – we have a tremendous technology backbone
• Access to Udemy, Cognizant Academy digital libraries for your continuous learning
• Open, ‘can do’ team spirit and international environment that encourages making your ideas reality!
Diversity and Inclusion at Cognizant:
At Cognizant, we believe diversity and inclusion are at the heart of our ability to execute successfully and consistently over the long term. We recognize that our people are our most important asset. We strive to create an environment where all associates feel comfortable to be themselves, feel accepted and can therefore thrive both personally and professionally. We continue to drive D&I throughout our organization to unlock the insights, imagination and innovation of our associates, as well as reflect the diversity of our clients and communities. We are a Dutch and European Top Employer and continually drive employment recognition and engagement through employee friendly policies and affinity groups such as “Women Empowered”, “Embrace LGBTQ+” and “Race Equality Network”. For more information, see https://careers.cognizant.com/global/en/diversity-and-inclusion
Recruiter contact details
Name: Nikoletta Katona
Email: [email protected]
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
