ITOM Lead

Job Title: ITOM Lead

Job Description

This senior IT Operations Management (ITOM) Technical Lead role provides hands-on leadership across the full life cycle of ServiceNow ITOM solutions, with a strong focus on Discovery, Service Mapping and CMDB/CSDM maturity. You will own the end-to-end technical architecture and implementation approach, guide engineering teams, and ensure that solutions align with enterprise technical, operational and security standards. In addition, you will contribute directly as a Discovery Engineer, ensuring that ServiceNow Discovery operates effectively across on-premise and cloud infrastructure, including AWS.

Responsibilities

• Own the end-to-end technical solution, including overall architecture and implementation approach for ServiceNow ITOM capabilities.
• Provide technical leadership, direction, governance and oversight for the end-to-end ITOM solution, ensuring consistency and quality.
• Take accountability for the successful technical delivery of ITOM solutions, from design through to deployment and transition to BAU.
• Support and guide engineering teams on technical delivery, removing blockers and ensuring appropriate ownership and resolution of complex issues.
• Contribute directly to engineering activities where new ITOM features and capabilities are being implemented, acting as a hands-on technical expert.
• Review, contribute to and approve key technical decisions, solution designs and technical standards related to ITOM and ServiceNow.
• Define and maintain architecture standards for ITOM, including alignment to the Common Service Data Model (CSDM).
• Ensure ITOM solutions support the broader product strategy and align with enterprise technical, operational and security standards.
• Support platform upgrades, releases and major feature deployments through technical validation, planning and oversight.
• Ensure ServiceNow Discovery operates effectively across end devices, including Servers, network devices and agents.
• Oversee and support Discovery across on-premise infrastructure and AWS accounts, ensuring comprehensive coverage and connectivity.
• Configure, implement and test new Discovery capabilities and patterns in collaboration with the ServiceNow Support team.
• Maintain Discovery patterns, credentials and discovery scopes to ensure accurate, complete and reliable CMDB population.
• Collaborate with Cloud, Network, Infrastructure and Security teams to establish and maintain Discovery access, permissions and connectivity.
• Identify, investigate and resolve Discovery-related issues and failures, ensuring stability and performance of the Discovery function.
• Support testing, validation and deployment of Discovery enhancements, platform upgrades and new ServiceNow releases.
• Document technical findings, testing outcomes and implementation recommendations to support knowledge sharing and continuous improvement.
• Collaborate closely with the ServiceNow Support team on Discovery enhancements, troubleshooting and ongoing platform improvements.

Essential Skills

• Proven experience in IT Operations Management (ITOM) with a strong focus on ServiceNow.
• Hands-on technical expertise in ServiceNow ITOM, particularly Discovery and Service Mapping.
• Strong understanding of CMDB design and management, including alignment with the Common Service Data Model (CSDM).
• Demonstrable experience owning end-to-end technical solutions, including architecture and implementation.
• experience providing technical leadership, governance and oversight for complex enterprise solutions.
• Ability to guide and support engineering teams, remove delivery blockers and resolve complex technical issues.
• Practical experience configuring, implementing and testing ServiceNow Discovery capabilities and patterns.
• experience maintaining Discovery patterns, credentials and scopes to ensure accurate CMDB population.
• experience collaborating with Cloud, Network, Infrastructure and Security teams to establish Discovery connectivity and access.
• Strong problem-solving skills with experience in identifying, investigating and resolving Discovery-related issues.
• ServiceNow Certified System Administrator (CSA) - non-negotiable foundational certification.
• ServiceNow CIS - Data Foundations (CMDB/CSDM) (CIS-DF) - required and directly relevant to CMDB/CSDM maturity.
• ServiceNow CIS - Discovery (CIS-D) - required for configuring and operating Discovery.
• ServiceNow CIS - Service Mapping (CIS-SM) - required and highly relevant to address Service Mapping capability gaps.
• ServiceNow accredited status as specified in the programme requirements.

Additional Skills & Qualifications

• ServiceNow CIS - Event Management certification (optional), beneficial where the roadmap includes event correlation and alerting.
• ServiceNow Certified Application Developer (CAD) certification (optional), useful where custom scripts or applications are required beyond standard configuration.
• experience supporting ServiceNow platform upgrades, releases and major feature deployments.
• experience documenting technical designs, testing outcomes and recommendations for stakeholders.
• Strong communication and collaboration skills, with the ability to work effectively across multi-disciplinary technical teams.

Why Work Here?

You will join a forward-looking technology organisation that invests in modern ITOM capabilities and supports continuous professional development through advanced ServiceNow certifications. The culture promotes collaboration between platform, infrastructure and security teams, giving you the opportunity to influence architecture standards and drive tangible improvements in operational maturity. You will work in a delivery-focused environment where your technical leadership and hands-on expertise are highly valued, with the scope to shape best practice and contribute to a strategic ITOM roadmap.

Work Environment

You will work in a structured, enterprise-scale environment centred on the ServiceNow platform, with a particular emphasis on ITOM modules such as Discovery, Service Mapping and CMDB/CSDM. The role involves close collaboration with Cloud, Network, Infrastructure, Security and ServiceNow Support teams, and will include work across both on-premise infrastructure and AWS environments. You can expect involvement in platform upgrades, new feature releases and continuous improvement initiatives, operating within established technical, operational and security standards. Working patterns, hours and dress code will follow standard professional office or hybrid arrangements as defined by the organisation.

London, UK

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