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Enterprise Service Management Lead

Position Title: Enterprise Service Management Lead
Location: Dallas

Position Title:  Enterprise Service Management Lead

Location: Dallas, TX 

Your role 

We are seeking an experienced ServiceNow Leader to join our organization.  As a ServiceNow Leader, you will be responsible for overseeing the ideation, implementation, administration, and optimization of the ServiceNow platform within our enterprise environment. Including, but not limited to, areas such as Governance, Risk, and Compliance (GRC), Human Resources (HR), and IT Service Management (ITSM). The successful candidate will play a pivotal role in driving the successful delivery of complex, cross-functional IT programs on a global scale.

Your primary focus will be to align Enterprise Service Management processes with industry best practices, improve operational efficiency, and enhance the overall user experience. You will work with a team of ServiceNow professionals, collaborate with key stakeholders, and drive the successful delivery of Enterprise Service Management solutions using the ServiceNow platform.

What you’ll do 

  • Help drive the strategic planning, implementation, and ongoing administration of the ServiceNow platform within the enterprise environment. 
  • Develop and execute a roadmap for Enterprise Service Management leveraging ServiceNow, aligned with the organizations business objectives. 
  • Collaborate with stakeholders across IT and business departments to understand requirements, identify opportunities for process improvements, and translate them into effective ServiceNow solutions. 
  • Establish and maintain effective communication channels with stakeholders at all levels, ensuring transparency and understanding of program goals and progress.
  • Collaborate with cross-functional teams, including IT, legal, compliance, and HR departments, to ensure seamless integration of initiatives.
  • Monitor and manage program risks, proactively identifying and addressing issues to ensure successful program delivery.
  • Ensure the ServiceNow platform is configured, and integrated appropriately to meet the organization’s needs, ensuring data integrity and security. 
  • Monitor and analyse ServiceNow performance metrics, identify areas for optimization, and implement improvements to enhance system reliability and user satisfaction. 
  • Stay up to date with the latest ServiceNow features, functionality, and industry trends, and recommend innovations that can drive continuous improvement. 
  • Provide training, mentoring, and support to ServiceNow team members, promoting their professional growth and fostering a culture of excellence. 

What you’ll need

  •  Bachelor’s degree in computer science, information technology, or a related experience. 
  • Proven experience as a ServiceNow lead, including successful implementation and optimization of the ServiceNow platform in large-scale enterprise environments.
  • Excellent analytical, problem solving, and decision-making skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment. 
  • Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders across different functions and regions. 
  • Comfortable articulating complex technical concepts to both technical and non-technical stakeholders.
  • Demonstrated success in delivering complex IT programs on time and within budget.
  • Experience in, or exposure to, Governance, Risk, and Compliance (GRC), HR, and ITSM, particularly on the ServiceNow platform.
  • Strong knowledge of IT Service Management principles and best practices, with hands-on experience in designing and implementing ITIL-based processes using ServiceNow.
  • Continuous learning mindset, staying updated with the latest ServiceNow releases and industry trends. 


  • Relevant certifications such as PMP, ITIL, or ServiceNow certifications are highly desirable.

If you are a strategic thinker with a proven track record of delivering global IT programs on the ServiceNow platform, we invite you to apply and contribute to our organization's success.

A bit about us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.

To learn more about Digital Realty, please visit or follow us on LinkedIn and Twitter.

A bit about our Digital team


Our IT team is at the heart of our business. We develop infrastructures, design and build networks, support servers and provide the first line of support by delivering rich connectivity for our customers. With new data centers coming online all the time, it’s a rapidly changing technical environment so our team is always ready to innovate and take the lead on projects. We constantly develop, deploy and support vital networks and data services that drive business performance and improve life for customers around the globe.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. 


Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. 

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values. 

This is an exciting time to join our business so apply now and make your mark on our future.


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled.  All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.