ServiceNow Operations Lead - TSM/OMT

Job Summary

We are looking for an experienced ServiceNow Operations Lead to manage and lead day-to-day operations and support for ServiceNow-based telecom processes. The role requires a strong understanding of the ServiceNow platform, telecom operations, IT/service management processes, SLA governance, and operational performance management.

The Operations Lead will work closely with business stakeholders, ServiceNow teams, operations teams, and customer teams to ensure stable, efficient, and SLA-compliant service delivery.

Key Responsibilities

• ServiceNow Platform Operations: Lead day-to-day operations and support for ServiceNow-based processes and workflows.
• Demonstrate working knowledge of ServiceNow modules, workflows, cases, incidents, requests, tasks, and related operational processes.
• Monitor platform/process performance and ensure timely resolution of operational issues.
• Coordinate with ServiceNow technical teams for defects, enhancements, integrations, and automation opportunities.
• Identify recurring issues and drive root-cause analysis and permanent corrective actions.

Telecom Process Operations (Preferable)

• Understand telecom business and operational processes, preferably across Order Management, Service Fulfillment, Provisioning, Activation, Assurance, and Inventory.
• Manage operational workflows and exceptions within telecom processes.
• Work with business and technical teams to identify process gaps, operational risks, and improvement opportunities.
• Ensure effective handling of process fallouts, exceptions, escalations, and customer-impacting issues.

SLA Performance Management

• Own day-to-day SLA monitoring and governance across operational processes.
• Track SLA adherence, backlog, aging, turnaround time, productivity, and quality metrics.
• Establish appropriate escalation mechanisms for SLA risks and breaches.
• Conduct regular operational reviews and provide actionable insights to stakeholders.
• Drive corrective and preventive actions to improve SLA compliance and operational performance.

Operations Team Management

• Lead and coordinate the operations team responsible for ServiceNow-based processes.
• Manage workload allocation, priorities, shift coverage, and operational escalations.
• Establish standard operating procedures, controls, and governance mechanisms.
• Ensure effective knowledge management, documentation, and operational readiness.
• Support transition of new processes/services into steady-state operations.
• Identify opportunities for automation, standardization, and process optimization.

Stakeholder Management

• Act as the primary operations interface for customer and internal stakeholders.
• Conduct regular service reviews and communicate operational performance, risks, issues, and improvement plans.
• Coordinate with ServiceNow developers, architects, telecom SMEs, business teams, and customer stakeholders.
• Manage critical incidents and escalations through timely communication and structured resolution.

Required Skills/Experience

• 5+ years of experience in IT/telecom operations, service management, or managed services.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.