ServiceNow ITOM Lead

We are currently seeking an experienced ServiceNow ITOM Lead to join our ServiceNow Centre of Excellence and drive the strategy, architecture, and delivery of ServiceNow IT Operations Management (ITOM) capabilities across enterprise environments.

This role provides the opportunity to work at the intersection of platform leadership, solution architecture, and critical operational support. You will own and evolve the ITOM capability across Discovery, Service Mapping, Event Management, ITOM Health, and ITOM Visibility, ensuring organisations gain accurate service visibility, proactive event management, and robust CMDB foundations.

As a senior member of the Centre of Excellence, you will provide technical leadership across complex implementations, support critical infrastructure escalations, mentor technical teams, and shape the future direction of ITOM solutions within the organisation.

Key Responsibilities

ITOM Solution Leadership

• Own the ServiceNow ITOM capability for the assigned market, including Discovery, Service Mapping, Event Management, and ITOM Prime.

• Define and maintain the ITOM roadmap, ensuring alignment with customer objectives, platform best practices, and ServiceNow product evolution.

• Provide architectural leadership across complex ITOM implementations involving multi-cloud, hybrid infrastructure, and large-scale enterprise environments.

• Establish ITOM delivery standards, governance frameworks, QA processes, and implementation best practices.

• Develop reusable accelerators, blueprints, frameworks, and reference architectures to improve delivery consistency and efficiency.

Technical Delivery & Escalations

• Act as the senior technical escalation point for complex ITOM-related incidents and platform challenges.

• Lead resolution of critical P1/P2 infrastructure incidents involving Discovery, Service Mapping, Event Management, CMDB, and platform integrations.

• Work alongside delivery teams to troubleshoot, remediate, and optimise enterprise-wide ITOM deployments.

• Provide architectural oversight for ITOM implementations requiring complex infrastructure discovery, event correlation, and service dependency modelling.

• Support delivery teams during major deployments, upgrades, migrations, and platform transformation initiatives.

ServiceNow ITOM Capability Development

• Design and maintain Discovery and Service Mapping strategies that improve CMDB accuracy and operational visibility.

• Drive Event Management maturity through correlation rules, alert aggregation, operational intelligence, and proactive incident identification.

• Improve CMDB health through alignment with Common Service Data Model (CSDM) standards and ongoing governance practices.

• Design solutions that connect infrastructure, cloud services, applications, and business services into a unified operational model.

• Support observability and AIOps initiatives through integration with monitoring and infrastructure management platforms.

Centre of Excellence Leadership

• Mentor developers, consultants, and architects across ServiceNow ITOM practices and capabilities.

• Deliver capability uplift programs, workshops, and training sessions focused on Discovery, Service Mapping, Event Management, and CMDB best practices.

• Contribute to internal capability development, innovation initiatives, and thought leadership activities.

• Partner with presales and bid teams to shape ITOM-focused proposals, architecture responses, and solution strategies.

• Lead technical design reviews and provide guidance on complex customer engagements.

Skills & Experience

• Extensive experience delivering and supporting ServiceNow ITOM solutions within large enterprise environments.

• Strong hands-on expertise across:

• Discovery
• Service Mapping
• Event Management
• CMDB
• CSDM
• ITOM Visibility
• ITOM Health

• Proven experience designing and implementing Discovery solutions across hybrid, cloud, and on-premise environments.

• Strong understanding of Service Mapping methodologies, dependency modelling, and business service visibility.

• Experience implementing Event Management capabilities, including event correlation, alert reduction, operational intelligence, and incident automation.

• Deep understanding of CMDB architecture, governance, reconciliation, normalization, and data quality practices.

• Experience integrating ServiceNow with monitoring and infrastructure platforms such as SolarWinds, Dynatrace, Splunk, AppDynamics, SCOM, Azure Monitor, AWS CloudWatch, or similar solutions.

• Strong understanding of infrastructure domains including servers, networks, cloud platforms, databases, middleware, and applications.

• Experience troubleshooting complex platform and infrastructure-related issues within mission-critical environments.

• Proven capability leading technical teams and influencing architecture decisions across multiple engagements.

• Strong stakeholder management, consulting, and communication skills.

• Experience operating within Agile, enterprise delivery, and managed services environments.

• Ability to balance strategic roadmap ownership with hands-on technical execution and escalation support.

Next Steps

If you feel this opportunity suits you, or Cognizant is the type of organisation you would like to join, we want to have a conversation with you! Please apply directly with us.

Cognizant is committed to providing Equal Employment Opportunities.

Successful candidates will be required to undergo a background check.