ITOM Lead (ServiceNow IT Operations Management)

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: Nikoletta.Katona@cognizant.com

Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Applicants for US based positions must be currently authorized to work for any employer in the United States. The company is unable to provide employment-based immigration sponsorship for US based positions.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com for roles based in the Americas or CareersIndia2@cognizant.com for roles based in India.

About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.