ServiceNow & ITSM Manager
5 days ago
Barcelona
ServiceNow & ITSM Manager Global Platform & Process Leadership 📍 Barcelona (Hybrid / Remote) ⏱ 12 Month Contract + Extensions 🔄 Contract to Hire Available 🌍 CET Working Hours A major global consumer goods business is looking for a senior ServiceNow and ITSM specialist to take ownership of their global platform and lead continuous improvement of IT Service Management processes across a complex, multi-subsidiary international environment. This is a strategic, long-term freelance engagement with the option for contract to hire for the right person. Role Overview You will act as the single point of contact for all ServiceNow and ITSM topics globally, working closely with the business's ServiceNow implementation partner, Group IT teams, and local IT teams across subsidiaries. The role combines platform ownership, global process governance, and hands-on project management. Key Responsibilities ServiceNow Platform Ownership • Act as global platform owner, managing the ServiceNow roadmap and backlog, • Maintain and develop the partnership with the ServiceNow implementation partner, • Oversee platform governance — roles, ACLs, integrations, data quality, best practices, • Own and evolve global ITSM processes: Incident, Request, Knowledge, Problem, Change, Configuration (CMDB/CSDM) Management, • Support SPM process development — Demand, Project, Enhancement Management, • Define standards, KPIs, operating procedures and process governance frameworks, • Drive adoption across global and local IT teams through training and documentation, • Lead internal project management for all ITSM-related projects, • Coordinate with ServiceNow partner and internal teams on scope, dependencies and design, • Review Statements of Work and provide approval recommendations, • Deliver training for IT support teams and end users globally, • Produce clear documentation for platform and process changes, • Support subsidiaries in adopting global ITSM standards and the ServiceNow platform Required Experience Essential • 3–5 years hands-on ServiceNow experience — administration, configuration, governance, • Strong ITSM process knowledge and ITIL v4 (Managing Professional preferred; ITIL v3 Intermediate acceptable), • Proven experience managing external service providers and implementation partners, • Strong project management capability — PMP certification advantageous, • Excellent communication, documentation and stakeholder management skills, • Experience working in global or multi-location environments, • ServiceNow CSA certification; CIS-ITSM or CIS-Discovery a plus, • Knowledge of CSDM; exposure to ITOM/Discovery, • Experience in multi-subsidiary or retail environments, • Spanish language skills