Manager - ServiceNow ITSM Process and Governance

Dale WorkForce Solutions; Berwyn (PA); On-site; USD 120,000 - 180,000; Full time

Job summary

Dale WorkForce Solutions is seeking an experienced ServiceNow ITSM Process & Governance Specialist to provide governance and hands-on support in a ServiceNow environment at our Berwyn, PA site. This role reports to the Sr.

Manager of IT Service Delivery and will translate business needs into standardized workflows while driving enterprise alignment. The candidate will manage process metrics, compliance, and documentation, while collaborating with IT teams, security, and audit stakeholders to

Qualifications

• Bachelor's degree in IT, business or related field.
• 7+ years ITSM/process governance in enterprise settings.
• 3+ years hands-on ITIL/ServiceNow ITSM experience.
• Mastery of ITIL, service management, documentation, workflows.
• Experience facilitating governance meetings and workshops.

Responsibilities

• Facilitate workshops and meetings to translate business needs into ServiceNow processes.
• Evaluate enhancements for process compliance and use standard ServiceNow capabilities.
• Partner with stakeholders and ServiceNow team to ensure practical, measurable processes.
• Align ITSM with cybersecurity, data protection, and audit requirements.
• Lead ServiceNow release management lifecycle and platform governance.
• Govern service desk and vendor process execution under MSP agreements.
• Analyze ITSM metrics, KPIs, SLAs, and trends for continual improvement.
• Develop process docs, training materials, and governance artifacts.
• Define and improve Incident Management practices and escalation procedures.
• Strengthen Problem Management, Change Management, and Request Management.
• Govern Knowledge Management, catalog design, and lifecycle practices.

Skills

ITSM governance

Stakeholder mgmt

Process governance

ITIL knowledge

Documentation

Communication

Education

Bachelor's degree in IT / business / info systems

Tools

ServiceNow

Job description

Client: large manufacturing company

Job Title: ServiceNow ITSM Process and Governance Manager

Job Type: full-time/permanent

Location: Berwyn, PA

We are seeking an experienced ServiceNow ITSM Process & Governance Specialist to provide governance and hands‑on support in a ServiceNow environment. Reporting to the Sr. Manager of IT Service Delivery, this role will translate business and operational needs into practical workflows and standardized process practices. The Specialist will partner with stakeholders, IT teams, and platform resources to ensure ITSM processes are consistent, measurable, and aligned with enterprise objectives. This position will also manage process metrics and compliance, support continual improvement efforts, and maintain the documentation, training, and governance materials needed to drive consistent adoption across a complex environment.

How You Will Make An Impact

• Facilitate workshops, process reviews, and stakeholder meetings to understand local business needs, align them with enterprise objectives, translate them into ServiceNow processes and workflows, and clearly communicate related decisions, changes, and expectations.
• Evaluate enhancement requests and customizations for process compliance and use standard ServiceNow capabilities where practical.
• Partner with stakeholders, IT teams, and ServiceNow development resources to ensure new and existing processes are practical, consistent, measurable, and supported by platform configuration.
• Partner with security, compliance, and audit stakeholders to ensure ITSM processes align with applicable cybersecurity, data protection, and export control requirements, and support internal and external audit activities.
• Lead the ServiceNow release management lifecycle, overseeing platform upgrades, feature deployments, and platform governance to ensure seamless implementation, minimal business disruption, and continued alignment with organizational standards.
• Provide governance oversight of service desk and command center ITSM vendor process execution to ensure day-to-day operations remain aligned with governance standards, process controls, and SLA commitments under the managed services agreement.
• Analyze ITSM metrics, KPIs, SLAs, reports, and trends to drive continual service improvement, automation, workflow optimization, audit readiness, and compliance reviews.
• Develop process documentation, work instructions, governance materials, training content, and awareness programs.
• Define and improve Incident Management practices, including ticket handling, prioritization, escalations, major incident reviews, and restoration procedures.
• Strengthen Problem Management through root cause analysis, known error practices, corrective actions, and prevention of recurring incidents.
• Govern Change Management through CAB facilitation, risk and quality review, approval controls, communication, and documentation.
• Standardize Request Management intake, approvals, fulfillment models, catalog design, and user experience.
• Manage Service Catalog governance, including item definition, fulfillment ownership, approvals, service levels, and lifecycle practices.
• Advance Knowledge Management standards for article ownership, quality, review cycles, publication, and adoption.

Requirements

• Bachelor's degree in Information Technology, Business Administration, Information Systems, or related field.
• 7+ years of experience in IT Service Management, process governance, or related disciplines, including the ability to support or lead ITIL-aligned process development in an enterprise environment.
• 3+ years of hands‑on experience developing and maintaining ITIL processes within ServiceNow.
• Mastery of ITIL principles, service management best practices, process documentation, workflows, and operating standards.
• Experience facilitating stakeholder workshops, process reviews, governance meetings, and improvement initiatives.

Preferred Skills

• Experience supporting ServiceNow ITSM deployments and implementations, chairing CABs or similar forums, analyzing KPI/SLA reporting, and managing organizational change.
• Experience in large, decentralized, multi-business-unit organizations.
• Certifications such as ITIL Foundation or higher, ServiceNow CSA, ServiceNow CIS-ITSM, Lean Six Sigma, Prosci Change Management, or equivalent credentials.

Other Skills & Competencies

• Strong analytical, organizational, problem‑solving, documentation, reporting, stakeholder management, and communication skills.
• Ability to work effectively with technical and non-technical stakeholders.
• Demonstrated ability and willingness to use AI tools to improve productivity, decision-marking, work quality, and to reduce costs. The successful candidate must be able to identify appropriate AI use cases and critically evaluate AI-generated outputs.