ServiceNow Manager

Key responsibilities

Lead ServiceNow engagements from discovery through design, build, test, deployment, and hypercare.
Own platform governance, roadmap, and release management, ensuring secure and scalable solutions.
Manage and mentor cross-functional teams (developers, business analysts, testers) and coordinate with client stakeholders.
Oversee requirements workshops, process mapping, and solution design aligned to ITIL/ITSM best practice.
Ensure quality assurance, documentation, change control, and adherence to delivery standards.
Provide pre-sales support, including estimations, solution proposals, and technical leadership in client meetings.

Proven experience managing ServiceNow implementations in a consultancy or multi-client setting.
Strong knowledge of ITSM and the ServiceNow platform (including CMDB, Incident, Problem, Change, Request, and Knowledge).
Experience with additional modules such as ITOM, HRSD, CSM, SPM, SecOps, or GRC is advantageous.
Hands-on understanding of configuration, workflows/Flow Designer, integrations (REST/SOAP), scripting, and data migration.
Demonstrable stakeholder management, communication, and workshop facilitation skills.
Solid grasp of risk, security, access controls, and platform performance considerations.
ServiceNow certifications such as CSA and CIS/CTA pathways preferred; ITIL certification desirable.
Ability to manage budgets, timelines, resourcing, and delivery reporting using Agile and/or hybrid methods.
Fluent English required; Cantonese and/or Mandarin is beneficial.

A client-first mindset with strong consulting, problem-solving, and prioritisation skills.
Confidence leading senior stakeholders and translating business needs into practical platform solutions.
Commitment to continuous improvement, coaching, and high delivery standards.