ServiceNow Manager

Axians; Portugal; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Employee assistance program

Training & certifications

Job summary

Axians in Portugal seeks an experienced ServiceNow Manager to lead the strategy, governance, and evolution of our ServiceNow platform while overseeing the Service Desk operations.

You will drive ITSM initiatives, ensure high-quality service delivery, and align technology solutions with business needs, fostering continuous improvement and strong stakeholder collaboration.

Qualifications

• Proven experience in IT Service Management, ServiceNow administration, or similar roles.
• Experience leading or coordinating Service Desk operations.
• Strong understanding of ITIL framework and ITSM processes.
• Experience managing service performance through KPIs, SLAs, and reporting.
• Experience working with cross-functional teams, vendors, and business stakeholders.
• Ability to manage priorities in a dynamic and fast-paced environment.
• ServiceNow certifications are considered a plus.
• ItIL certification is highly valued.
• Excellent communication and presentation skills.
• Fluent English communication skills.

Responsibilities

• Define and own the strategic roadmap for the ServiceNow platform and ITSM services.
• Manage and prioritize the ServiceNow backlog, ensuring alignment with business and operational priorities.
• Lead and coordinate the Service Desk team, fostering a culture of service excellence and continuous improvement.
• Oversee and optimize core ITSM processes, including Incident, Request, Problem, Change, and Knowledge Management.
• Establish governance frameworks, operational standards, and best practices for service management.
• Monitor service performance through KPIs, SLAs, and reporting metrics, driving continuous improvement initiatives.
• Collaborate with Infrastructure, Security, Application, and Business teams to improve service delivery and user experience.
• Lead ServiceNow enhancements, ensuring the platform evolves in line with organizational requirements.
• Coordinate internal teams, third-party vendors, and service providers to ensure efficient service delivery.
• Facilitate service review meetings and engage with stakeholders at different levels of the organization.
• Identify opportunities for automation, process optimization, and self-service capabilities.
• Ensure effective documentation, process standardization, and governance across IT service operations.

Skills

ITSM

ServiceNow

Service Desk

ITIL

Stakeholder mgmt

Business-IT bridging

Analytics

Governance

Leadership

Tools

ServiceNow

Job description

Join Axians, where innovation thrives on trust and autonomy, and where every challenge is an opportunity to create technology with impact.

ServiceNow Manager

What We Are Looking For

We are looking for an experienced ServiceNow Manager to lead the strategy, governance, and continuous evolution of our ServiceNow platform while overseeing the Service Desk operation.

This role requires a strong background in IT Service Management, ServiceNow, and operational leadership. You will act as the key reference for ITSM initiatives, ensuring the delivery of high-quality services, driving continuous improvement, and aligning technology solutions with business needs.

What You Will Do on a Daily Basis

• Define and own the strategic roadmap for the ServiceNow platform and ITSM services.

• Manage and prioritize the ServiceNow backlog, ensuring alignment with business and operational priorities.

• Lead and coordinate the Service Desk team, fostering a culture of service excellence and continuous improvement.

• Oversee and optimize core ITSM processes, including Incident, Request, Problem, Change, and Knowledge Management.

• Establish governance frameworks, operational standards, and best practices for service management.

• Monitor service performance through KPIs, SLAs, and reporting metrics, driving continuous improvement initiatives.

• Collaborate with Infrastructure, Security, Application, and Business teams to improve service delivery and user experience.

• Lead ServiceNow enhancements, ensuring the platform evolves in line with organizational requirements.

• Coordinate internal teams, third-party vendors, and service providers to ensure efficient service delivery.

• Facilitate service review meetings and engage with stakeholders at different levels of the organization.

• Identify opportunities for automation, process optimization, and self-service capabilities.

• Ensure effective documentation, process standardization, and governance across IT service operations.

Your Key Skills

• Strong experience in IT Service Management and service operations.

• Solid knowledge and hands-on experience with ServiceNow.

• Experience leading or coordinating Service Desk teams.

• Strong understanding of ITIL processes and best practices.

• Excellent stakeholder management and communication skills.

• Ability to bridge business requirements and technical solutions.

• Strong analytical mindset with a focus on operational excellence and continuous improvement.

• Experience defining governance models, service processes, and performance metrics.

• Leadership skills with the ability to influence teams and drive change.

Your Main Qualifications

• Proven experience in IT Service Management, ServiceNow administration, or similar roles.

• Previous experience managing or coordinating Service Desk operations.

• Strong understanding of ITIL framework and ITSM processes.

• Experience managing service performance through KPIs, SLAs, and reporting.

• Experience working with cross-functional teams, vendors, and business stakeholders.

• Ability to manage priorities in a dynamic and fast-paced environment.

• ServiceNow certifications are considered a plus.

• ITIL certification is highly valued.

• Excellent communication and presentation skills.

• Fluent English communication skills.

What We Offer

Stable professional career

Working with Axians projects becomes an asset to those of us who want to offer stability through a secure career.

Prospects for career advancement

You can access training and new certifications that will further elevate your skills. The 360° evaluation from managers and peers will also allow you to evolve.

Work Life Balance

By collaborating with Axians, you will be able to reconcile work and family requirements without neglecting either area.

Attractive, evolving compensation

When working with Axians, you will have access to performance bonuses in addition to an attractive salary pack (base salary + benefits). You are also entitled to health insurance and an employee assistance program for you and your family (Psychological, Legal, Psychosocial, and Financial support).

Axians is the VINCI Energies brand dedicated to Information Technology and Digital Transformation. With an international presence and a people-to-people approach, we combine technology, innovation, and proximity to create real impact for organizations and society.

Join Axians

At Axians, we believe that talent does not fit a single profile. We value diversity and promote an inclusive environment where everyone has the opportunity to grow and contribute. If you have a disability or impairment, we are committed to ensuring equal opportunities throughout the recruitment and onboarding process. Whenever needed, we provide reasonable accommodations so that you can participate on an equal basis. If you require any accommodation, please let us know by contacting us at [e-mail].