Position Overview:

We are seeking an experienced ServiceNow Capability Lead ITOM to lead the strategy, governance, and continuous improvement of the organization's ServiceNow IT Operations Management (ITOM) capabilities. This is a functional leadership role, responsible for ensuring the ITOM platform aligns with business objectives, operational priorities, and enterprise governance standards.

The Capability Lead serves as the domain expert for ServiceNow ITOM and is accountable for capability maturity, backlog health, roadmap planning, stakeholder alignment, and governance. This position partners closely with business leaders, enterprise architects, platform owners, developers, and infrastructure teams to ensure successful delivery of ITOM initiatives.

This is not a hands-on development or administration role. The successful candidate will own the capability outcomes while technical configuration and development are performed by ServiceNow developers and administrators.

Key Responsibilities:

Serve as the functional owner for the ServiceNow ITOM capability, driving strategic direction and platform maturity.
Develop and maintain the ITOM roadmap aligned with business and technology objectives.
Own and prioritize the ITOM product backlog based on business value, operational impact, and organizational priorities.
Establish and enforce governance processes for demand intake, prioritization, approvals, and release planning.
Partner with business stakeholders to understand operational needs and translate them into strategic platform initiatives.
Collaborate with ServiceNow architects, developers, CMDB teams, and infrastructure teams to deliver scalable solutions.
Ensure all enhancement requests follow enterprise architecture, security, and governance standards.
Facilitate roadmap reviews, prioritization sessions, and stakeholder meetings.
Monitor platform adoption, capability maturity, KPIs, and operational effectiveness.
Identify opportunities to improve IT operations through automation, visibility, and process optimization.
Coordinate cross-functional teams to successfully deliver ITOM enhancements and initiatives.
Support organizational change management and user adoption of ITOM capabilities.
Provide strategic guidance on ServiceNow ITOM best practices and future platform capabilities.

Required Qualifications:

Bachelor's degree in Information Technology, Computer Science, Business, or a related field (or equivalent experience).
8+ years of IT experience, including enterprise IT Service Management.
4+ years of experience working with the ServiceNow platform.
3+ years of experience in a Product Owner, Capability Lead, Platform Lead, Product Manager, or similar leadership role.
Strong knowledge of ServiceNow IT Operations Management (ITOM).
Experience managing product roadmaps, backlogs, and governance processes.
Strong understanding of Agile delivery methodologies and backlog prioritization.
Excellent stakeholder management and executive communication skills.
Demonstrated ability to influence cross-functional teams without direct authority.
Strong analytical, organizational, and problem-solving skills.

ServiceNow Capability Lead - ITOM

Key skills

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