ITOM Lead (ServiceNow IT Operations Management)

Cognizant; Amsterdam; Vor Ort; EUR 150.000 - 190.000; Vollzeit

Benefits dieser Stelle

NS business card for commute expenses

25 days paid holiday

Laptop and smartphone

Pension scheme

Health insurance

Udemy / Cognizant Academy access

International environment

Zusammenfassung

Cognizant is seeking an experienced ITOM Lead to drive our ServiceNow IT Operations Management capability across the EMEA market. This senior role blends strategy, hands-on technical delivery, customer engagement, and capability building from a regional hub in Amsterdam.

You will own the vision, delivery excellence, and growth of the ITOM portfolio including Discovery, Service Mapping, Event Management and ITOM Prime, while leading complex customer implementations and escalations with a balance

Qualifikationen

• 14-18 years of overall IT experience.
• Extensive hands-on experience delivering ServiceNow ITOM solutions.
• Proven expertise in Discovery; Service Mapping; Event Management; CMDB; CSDM; 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.
• Must hold at least one current ServiceNow CIS certification in Discovery / Event Management / Service Mapping.

Aufgaben

• 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.
• 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.
• 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.

Kenntnisse

Strategic thinking

Executive stakeholder management

Client-facing consulting

Team coaching

Problem-solving

Commercial awareness

Cross-functional collaboration

Decision-making under pressure

Leadership competencies

Cloud discovery

Tools

ServiceNow ITOM Suite

ITOM Prime

Discovery

Service Mapping

Event Management

CMDB Architecture

CSDM

Cloud Discovery

Jobbeschreibung

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