Job Description
Head – ServiceNow ITOM Design. Optimize. Transform. – Shape the Future of ServiceNow with Us.

About us
inMorphis is a visionary global IT advisory, innovation, and service organization. We have a strong presence in the US, UK, Dubai, India, and Singapore. We are one of India's fastest-growing companies, aiming for 10x growth in the next three years. Partnering with large global enterprises, we drive digital transformation using the world’s best tools and technologies. Our team of passionate professionals, with a solution-oriented and analytical mindset, enables us to consistently deliver impactful outcomes. Our People: At inMorphis, we are a people-first company where diversity thrives, and teamwork feels like family. Our workforce brings together professionals from various backgrounds, not just in technology and business but also in unique talents—beatboxers, drummers, dancers, national sports players, and even ex-Army personnel. We believe in fostering an inclusive culture where everyone feels at home, encouraging employees to bring their family and friends into our vibrant community enabling us As a Great Place to Work®-certified company. Head – ServiceNow ITOM Experienced and strategic leader accountable for building, scaling and governing the ServiceNow IT Operations Management (ITOM) practice and ensure successful delivery of implementation, consulting, transformation, managed services and support engagements globally. This leadership role owns Practice Strategy and Growth, Solution Consulting, Delivery Excellence and Governance, Customer Success, Capability Development & Innovation and Financial Performance for the ITOM portfolio. This role will drive growth the evolution of enterprise IT Operations by leveraging ServiceNow ITOM, AIOps, Observability, CMDB, and Cloud Operations capabilities to deliver measurable business outcomes. The ideal candidate will combine strong technical expertise, delivery leadership, customer engagement skills, and practice-building capabilities to establish a high-performing, profitable and future-ready ITOM organization.

Key Responsibilities
Practice Leadership & Growth
• Define and execute the strategic roadmap for the ServiceNow ITOM practice.
• Develop and enhance service offerings, accelerators, frameworks, and reusable assets.
• Support business growth through active participation in strategic pursuits, customer engagements, and solution reviews.
• Collaborate with Sales, Alliances, and Account teams to identify growth opportunities within existing and new customers.
• Drive practice maturity, capability expansion, and market differentiation. Delivery Governance & Customer Success




• Provide executive oversight for multiple ITOM implementation, transformation, and managed services engagements globally
• Establish delivery governance frameworks, quality standards, and risk management practices.
• Monitor project health, customer satisfaction, financial performance, and resource utilization across engagements.
• Act as an escalation point for critical delivery, customer, and operational issues.
• Ensure successful realization of customer outcomes and long-term account growth. Solutioning & Pre-Sales Leadership
• Provide leadership and oversight for ITOM solution architecture, estimation, staffing strategy, and proposal development.
• Support RFPs, RFIs, workshops, customer presentations, and executive discussions.
• Ensure solution alignment with customer business objectives, operational resilience goals, and transformation initiatives.
• Act as a trusted advisor to customers on IT Operations modernization, observability, automation, and AI-driven operations. ITOM & AIOps Capability Ownership
• Lead and evolve capabilities across:
• Discovery
• Service Mapping
• CMDB & CSDM
• Event Management
• AIOps
• Cloud Observability
• Operational Intelligence
• Infrastructure & Cloud Operations
• Automation & Orchestration
• ServiceNow AI and GenAI-enabled operations capabilities
• Drive adoption of best practices, governance standards, automation frameworks, and innovation across the capability landscape. Capability Building & Team Development
• Build, mentor, and lead high-performing distributed teams of architects, consultants, delivery managers, and technical specialists.
• Define competency frameworks, career progression plans, and capability development initiatives.
• Drive certification and upskilling programs across ServiceNow ITOM, AIOps, Cloud Observability, CMDB/CSDM, and emerging technologies.
• Support hiring, succession planning, workforce management, and employee retention initiatives.
• Foster a culture of collaboration, innovation, continuous learning, and accountability. Innovation & Alliance Management
• Stay aligned with ServiceNow roadmap developments and industry trends in IT Operations, AI, automation, and observability.




• Partner with ServiceNow and strategic technology partners to build differentiated solutions and market opportunities.
• Drive development of accelerators, reusable assets, automation frameworks, and AI-led operational use cases.
• Be a thought leader and represent the organization in customer forums, partner engagements, and industry events. Required Experience
• 15+ years of experience in IT Operations, Infrastructure Management, Cloud Operations, Enterprise Service Management, or Technology Consulting.
• Minimum 8+ years of experience in ServiceNow ITOM consulting, architecture, implementation, or managed services.
• Proven experience leading large-scale ServiceNow ITOM transformation programs and enterprise customer engagements.
• Experience managing consulting, architecture, delivery, and customer success teams.
• Solid track record in practice development, delivery leadership, customer management, and capability building. Technical Expertise
• Deep expertise in ServiceNow ITOM capabilities including Discovery, Service Mapping, Event Management, AIOps, Cloud Observability, CMDB, and CSDM.
• Strong understanding of ITSM, ITAM, Cloud Platforms (AWS, Azure, GCP), Monitoring & Observability tools, and Enterprise Architecture.
• Knowledge of hybrid infrastructure, cloud-native environments, automation, orchestration, and operational resilience frameworks.
• Familiarity with observability platforms such as Dynatrace, Datadog, Splunk, New Relic, AppDynamics, or similar technologies is preferred. Leadership Competencies
• Strong customer-facing consulting and stakeholder management skills.
• Excellent communication, presentation, and executive engagement capabilities.
• Proven ability to lead cross-functional and geographically distributed teams.
• Strong commercial awareness and decision-making capabilities.
• Ability to balance strategic planning with operational execution. Preferred Certifications
• ServiceNow CIS – Discovery, Service Mapping, Event Management, or Cloud Observability.
• ServiceNow CTA or equivalent advanced certifications preferred.
• ITIL v4 Managing Professional / Expert.
• PMP, Prince2, Agile, or Scrum certifications.
• AWS, Azure, or GCP certifications. Key Performance Indicators (KPIs)
• Practice Growth & Revenue Contribution
• Customer Delight Index
• Delivery Quality & Portfolio Success
• Resource Utilization & Delivery Efficiency
• ITOM Opportunity Win Rate
• Certification & Capability Growth
• Employee Retention & Team Development
• Innovation Assets and Accelerators Developed
• Strategic Account Expansion & Customer Retention

📌 Service Now- ITOM Head (Noida)
🏢 inMorphis
📍 Noida