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.
