ITOM Manager

Role Summary

The ITOM Manager acts as the voice of IT Operations, prioritizing features, managing the product backlog, and driving continuous improvement in operational efficiency and resilience. You will collaborate with infrastructure and development teams, and other product owners, within TechOps responsible for IT Infrastructure, Client Services, and Global & Site Operations across the enterprise.

Responsibilities

• Define and articulate the product vision, strategy, and roadmap for ServiceNow ITOM module (e.g., Discovery, Service Mapping, Event Management, Operational Intelligence, Cloud Management, Orchestration).
• Gather, analyze, and prioritize business requirements from IT Operations, Infrastructure, Cloud, and Security teams, translating them into clear and actionable user stories and acceptance criteria.
• Own and manage the ServiceNow ITOM product backlog, ensuring it is vetted, prioritized, and aligned with strategic goals and release cycles.
• Collaborate closely with development teams, architects, and quality assurance to ensure successful delivery of features and enhancements that meet operational needs.
• Own and drive CMDB adoption across stakeholders, ensuring CMDB accuracy is in line with best practice and industry standards.
• Act as the subject matter expert for ServiceNow ITOM, providing guidance and clarification to development teams and stakeholders on operational processes and technical requirements.
• Facilitate communication and alignment between IT Operations, Infrastructure teams, and the development team throughout the product lifecycle.
• Monitor and analyze product performance, operational metrics, and industry trends to identify opportunities for automation, optimization, and proactive issue resolution.
• Ensure that all ServiceNow ITOM solutions adhere to ITIL best practices, company standards, and integrate seamlessly with the CMDB and ITSM modules.
• Lead user acceptance testing (UAT) and ensure that delivered solutions meet operational requirements and quality standards.
• Contribute to the overall ServiceNow platform strategy and governance, ensuring ITOM solutions support a unified platform approach.

Qualifications

• Required: Bachelor's degree in computer science, Information Technology, or a related field, or equivalent practical experience.
• Required: 5+ years of experience in IT Operations, Infrastructure Management, or a related field, with at least 3 years in a Product Owner, Business Analyst, or similar leadership role focused on ServiceNow ITOM.
• Required: ITIL v3 or v4 Foundation certification.
• Required: ServiceNow Certified System Administrator (CSA) certification.
• Required: Proven experience in defining product roadmaps, managing backlogs, and prioritizing features in an Agile environment.
• Required: Deep understanding of ServiceNow ITOM modules (Discovery, Service Mapping, Event Management) and their interdependencies with CMDB and ITSM.
• Preferred: Familiarity with other monitoring tools and automation platforms.
• Preferred: Experience with cloud platforms (e.g., AWS, Azure, GCP) and their integration with ServiceNow ITOM.
• Preferred: Technical Skills: ServiceNow ITOM (Discovery, Service Mapping, Event Management, Operational Intelligence, Orchestration, Cloud Management), CMDB, ITIL Framework, Agile Methodologies, Product Road mapping, Backlog Management, Requirements Gathering, User Story Creation, Data Analysis, Operational Metrics, Cloud Technologies, Automation Concepts.
• Preferred: Soft Skills: Strategic Thinking, Leadership, Stakeholder Management, Communication (written and verbal), Negotiation, Prioritization, Problem-solving, Analytical Thinking, Collaboration, Operational Excellence Focus, Visionary.

Education

• Bachelor's degree in computer science, Information Technology, or a related field, or equivalent practical experience.

Additional Requirements

• Travel: 0%
• Location: India, Bangalore