ITSM Transformation Leader: ServiceNow & Automation

Phaxis; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Phaxis is looking for a leader in enterprise IT Service Management (ITSM) to own and enhance the ServiceNow platform. This role combines hands-on leadership with strategic oversight, optimizing IT service delivery across the organization.

Key responsibilities include defining the ITSM strategy, driving platform maturity, and ensuring best practices in service delivery. The ideal candidate will have strong experience with ServiceNow integrations and managing stakeholder relationships while transforming IT services.

Qualifications

• End-to-end ownership of ServiceNow as a strategic platform.
• Proven ability to design and mature enterprise ITSM functions.
• Experience driving modernization of IT service delivery.
• Strong experience integrating ServiceNow with enterprise systems.
• Experience leading ITSM teams and managing stakeholder relationships.

Responsibilities

• Lead the ITSM function with ownership of the ServiceNow platform.
• Define and evolve the ITSM strategy and platform maturity.
• Drive automation and service excellence across the organization.
• Ensure compliance and embed ITSM practices across teams.
• Manage roadmap execution and platform integrity.

Skills

Enterprise ServiceNow Ownership

ITSM Strategy & Operating Model Leadership

Service Transformation & Self-Service Enablement

Automation & Enterprise Integrations

Leadership, Governance & Stakeholder Management

Job description

Phaxis is looking for a leader in enterprise IT Service Management (ITSM) to own and enhance the ServiceNow platform. This role combines hands-on leadership with strategic oversight, optimizing IT service delivery across the organization.

Key responsibilities include defining the ITSM strategy, driving platform maturity, and ensuring best practices in service delivery. The ideal candidate will have strong experience with ServiceNow integrations and managing stakeholder relationships while transforming IT services.