IT Service Manager - ServiceNow

SixteenFifty is a specialist digital and technology talent consultancy, and we are representing a global organisation embarking on a significant operational and digital transformation programme. As part of this, they are looking to bring in an experienced IT Service Manager to help evolve their service management ecosystem and maximise the value of their ServiceNow platform.

This is a permanent position, ideally based onsite in Parma a few days a week, with flexibility for hybrid working.

The ITSM Consultant will be responsible for:

• Leading the optimisation of the existing ServiceNow platform, ensuring its alignment with wider digital and operational transformation goals
• Acting as the key point of contact between the business and IT, translating operational needs into scalable and actionable ServiceNow capabilities
• Enhancing and refining existing ITSM processes such as incident, change, problem, and service request management
• Supporting improvements in service mapping, CMDB linkage, and reporting, with a view to improving visibility and usability across both technical teams and business users
• Working closely with internal teams and external partners to adapt the toolset and workflows for upcoming enterprise programmes, including ERP and PLM transformations
• Applying ITSM and agile delivery principles to prioritise enhancements and ensure delivery of meaningful improvements across the service landscape

The ideal candidate will have:

• Solid experience working with ServiceNow in a hands-on consulting or ITSM role
• Practical understanding of core ITSM processes and frameworks (ITIL knowledge required; certification preferred)
• Familiarity with agile or Scrum delivery models in a service management or tooling context
• Ability to engage both technical and non-technical stakeholders to understand requirements and present solutions
• A background in environments undergoing large-scale transformation, ideally involving ERP or PLM programmes
• Strong communication and stakeholder engagement skills, with a proactive and solution-oriented mindset

If you are an ITSM Consultant with relevant experience and an interest in driving meaningful change in a global setting, please apply immediately for consideration.