ServiceNow Service Mapping Lead

Title: Service Mapping Lead (ServiceNow ITOM/CMDB) - Contract
Location: Must be based around london as clientsite vists may be needed, 90% remote
Contract: Contract ( Inside IR35)
Rate: DOE

A large enterprise organisation is looking for a delivery-focused Service Mapping Lead to run end-to-end service mapping activity across a complex technology estate. This is a hands on role requiring strong engagement across technical and non technical stakeholders, with clear ownership of outcomes and governance.

Key responsibilities

• Lead end-to-end Service Mapping activities across a complex enterprise environment (including hybrid infrastructure).
• Drive and facilitate workshops with stakeholders to define services, dependencies, and ownership.
• Establish and maintain service taxonomy standards and governance (naming, structure, service classification).
• Work closely with platform/operations teams to ensure mapping outcomes align to operational use cases (incident/problem/change, impact analysis, reporting).
• Support improvement of CMDB data quality and practical adoption of mapped services.

Essential experience

• Proven track record delivering service mapping in large/complex enterprise environments (including hybrid landscapes).
• Strong stakeholder engagement skills (able to align multiple teams and drive decisions).
• Experience with service taxonomy governance (service model, naming conventions, standards).
• Practical, hands on knowledge of ServiceNow ITOM and CMDB (including how mapping outputs are represented and governed in CMDB).

Nice to have

• Experience working with multiple infrastructure towers (network, compute, cloud, apps) and cross domain dependency mapping.
• Strong documentation skills and ability to translate technical detail into usable service definitions.