ServiceNow Service Management Office (SMO)
5 days ago
Madrid
Senior ITSM Project Manager – ServiceNow / SMO Processes Role Purpose The primary goal of this role is to deliver, standardize, and continuously improve key Service Management Office (SMO) processes using the ServiceNow platform . The role owns the end-to-end delivery of ITSM and service lifecycle processes such as Incident, Change, Problem, Request, Knowledge, SLAs, CMDB, Asset, and Service Modeling (Business, Application, and Technical Services), ensuring they are fit-for-purpose, technically robust, and fully aligned with operational needs . This is a hands-on senior delivery role requiring deep ITSM knowledge, strong ServiceNow technical understanding, and proven project leadership in complex, global environments. Key Outcomes & Accountabilities SMO / ITSM Process Delivery (Primary Accountability) Lead the design, implementation, and rollout of core SMO processes on ServiceNow, including: Incident Management Change Enablement Problem Management Request Fulfillment Knowledge Management Service Level Management (SLAs, OLAs, KPIs) Configuration Management (CMDB, CSDM alignment) IT Asset Management (Hardware / Software lifecycle) Service Lifecycle Management Service Database (Business, Application, Technical Services) Ensure processes are ITIL-aligned , standardized, scalable, and measurable Drive process adoption, consistency, and operational readiness across regions and teams ServiceNow Platform Delivery Act as the delivery owner for ServiceNow-based process implementations and enhancements Translate SMO process requirements into ServiceNow functional and technical designs Partner closely with architects, developers, and administrators to: Validate solution designs Ensure correct use of out-of-the-box capabilities vs. customization Maintain platform performance, maintainability, and upgrade readiness Oversee integrations, data models, workflows, and reporting related to ITSM and CMDB CMDB, Services & Data Quality Lead CMDB enablement and maturity initiatives , aligned with CSDM Drive definition, onboarding, and lifecycle management of: Business Services Application Services Technical Services Ensure service-to-CI relationships support incident, change, impact analysis, and reporting Establish data governance, ownership, and quality controls for configuration and service data Project & Delivery Management Plan and manage delivery of multiple SMO and ServiceNow initiatives in parallel Manage scope, timelines, dependencies, risks, and delivery milestones Apply Agile, Hybrid, or Waterfall methodologies depending on initiative type Drive effective backlog management, sprint planning, and release coordination Stakeholder & Vendor Management Work closely with SMO leadership, process owners, operations teams, and technical stakeholders Facilitate workshops to define process requirements and service models Manage system integrators and vendors, ensuring delivery quality and accountability Act as the single point of escalation for SMO process delivery risks and issues Governance, Change & Adoption Establish governance models for ITSM and ServiceNow process delivery Ensure alignment with enterprise architecture, security, and compliance standards Support training, communication, and organizational change activities Drive continuous improvement using operational metrics and feedback Required Experience & Skills Experience 8+ years in IT Project / Service Delivery Management 5+ years delivering ServiceNow ITSM solutions in enterprise environments Proven experience delivering multiple ITSM / SMO processes end-to-end Experience working in global, matrixed organizations ITSM & ServiceNow Expertise Deep understanding of: ITIL v3 / v4 processes ServiceNow ITSM architecture and data model CMDB, CSDM, and service modeling concepts Strong hands-on knowledge of ServiceNow modules related to ITSM and services Ability to challenge technical designs and ensure alignment with best practices Certifications (Highly Preferred) ITIL v4 Foundation or higher ServiceNow Certified System Administrator (CSA) ServiceNow Implementation Specialist (ITSM, ITAM, or CSDM-related) PMP, Prince2, or SAFe certification Key Competencies Strong delivery ownership and execution discipline Excellent stakeholder communication at operational and leadership levels Ability to translate complex SMO and ServiceNow concepts into business value Structured, outcome-driven, and detail-oriented mindset About HCLTech: We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity. Why Us? We offer End-to-end digital transformation expertise that helps clients from strategy through execution. We work with the biggest brands, offering the opportunity to be a part of industry-leading work. We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark. We offer freedom and flexibility on the job, empowering our employees to make decisions. We offer a virtual-first work environment, promoting a good work-life balance and real flexibility Our company is extremely diverse with representation of 165 nationalities. We offer the opportunity to work with colleagues across the globe. We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect. If you have a valid disability certificate, Certificate of Disability in Force, please contact us. Among HCL's principles we would like to highlight diversity and inclusion as a strength in our values and practices. To achieve all our objectives, it intends to attract, develop, and retain different profiles, assuming diversity as a key factor and differentiator of fundamental innovation in our organization. We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who is part of HCL. HCL is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
