Track Manager - Release Management, ServiceNow

Job Summary

Release & Service Catalogue Manager (L3) – ServiceNow, Governance & Service Integration

Key Responsibilities

Own and govern the enterprise Release Management and Service Catalogue Management processes. • Manage release planning, deployment governance, release readiness reviews, and post-implementation assessments. • Lead Service Catalogue lifecycle management, including service onboarding, rationalization, standardization, and optimization. • Ensure catalogue services, request models, workflows, SLAs, and approvals are accurately maintained within ServiceNow. • Coordinate cross-functional teams, suppliers, and business stakeholders to manage service introductions and release dependencies. • Drive governance forums, CAB meetings, release reviews, and catalogue management boards. • Monitor process compliance, service catalogue quality, release performance, and service adoption metrics. • Lead continual service improvement initiatives to enhance user experience and operational efficiency.

Skill Requirements

10-15+ years of IT experience with strong experience in Release Management and Service Catalogue Management. • Expertise in ServiceNow Service Catalog, Release Management, and Change Management Modules. • Strong knowledge of ITIL Release, Request Fulfilment, Change, Incident, Problem, and Configuration Management processes. • Experience in SIAM or multi-supplier service delivery environments. • Strong stakeholder management, governance, and leadership capabilities. • Experience with service rationalization, service onboarding, workflow design, and service standardization. ServiceNow Experience (Mandatory) • Service Catalog Management • Release Management • Change Management • Request Fulfilment • CMDB & Service Mapping • Workflow & Approval Design • Reporting & Performance Dashboards • Service Portfolio and Catalogue Governance

Other Requirements

Preferred Qualifications • ITIL Foundation (Mandatory) • ITIL Managing Professional / ITIL Expert (Preferred) • ServiceNow CSA and CIS-ITSM (Preferred) • SIAM Foundation Certification (Preferred)