Position overview
KPMG is seeking a ServiceNow Manager to own the delivery and day-to-day operation of our ServiceNow platform. The role is hands-on and accountable. You will lead the configuration, development and release of capability across IT Service Management, IT Operations Management, IT Asset Management and HR Service Delivery, keep the platform stable and well governed, and turn business demand into working solutions. You will lead a small team of administrators and developers and report to the ServiceNow Senior Manager.
This is neither a pure development role nor a pure project management role. We are looking for someone who has owned ServiceNow modules end to end in a production enterprise environment, and who can lead others doing the same.
Key responsibilities
Platform delivery and development
- Own the design, configuration and development of assigned ServiceNow modules across ITSM, ITOM, SPM, ITAM and HRSD, from requirement gathering through to production release.
- Lead the build of workflows, service catalogue items, Flow Designer automations, forms and portal experiences against agreed business requirements.
- Set and enforce development standards and code review, with a firm preference for out-of-the-box configuration over custom script.
- Own integrations with core enterprise applications using IntegrationHub, REST and SOAP APIs, and MID Server.
Platform operations and run
- Run the platform day to day, including the incident and request queues for ServiceNow itself, performance, capacity and instance health.
- Own the upgrade and release cycle, covering the two ServiceNow family releases each year, regression testing through the Automated Test Framework, and controlled promotion across sub-production instances.
- Maintain SLA and OLA definitions, support the major incident process, and keep escalation paths current and tested.
Data, governance and security
- Own CMDB health and adherence to the Common Service Data Model, including discovery coverage, data quality and configuration item ownership.
- Own IT Asset Management operations across software (SAM) and hardware (HAM) asset lifecycles, including licence and entitlement reconciliation, in support of the platform's licence position.
- Maintain role-based access, segregation of duties and instance security configuration in line with firm policy.
- Support internal and external audit requests, and uphold data privacy and data-residency obligations in every jurisdiction the platform serves.
Stakeholder engagement
- Work with IT, HR, Finance and business process owners to translate requirements into practical ServiceNow solutions.
- Communicate design decisions, trade-offs and release impacts clearly to audiences without a technical background.
- Act as the escalation point for complex platform issues and provide technical guidance to the team and to stakeholders.
Team and delivery management
- Lead, mentor and develop a team of ServiceNow administrators and developers, and build capability through structured training and knowledge transfer.
- Run assigned ServiceNow initiatives end to end — demand intake, estimation, planning, delivery and documentation — to agreed timelines and budget.
- Maintain platform documentation, runbooks and knowledge articles to a standard the team can operate from without the author present.
Qualifications and certifications
- Bachelor's degree in Computer Science, Information Technology, Engineering or a related discipline, or equivalent practical experience.
- Essential: ServiceNow Certified System Administrator (CSA), and ITIL 4 Foundation.
- Essential: at least one ServiceNow Certified Implementation Specialist (CIS) credential in ITSM, ITOM or HRSD.
- Advantageous: Certified Application Developer (CAD), additional CIS credentials, and progress on the Certified Technical Architect track.
- Having a total of 8 years + of experience with a minimum of 5 years of relevant ServiceNow exposure.
