ServiceNow Operations Manager

We are Urgently looking for ServiceNow Operations Manager for Bangalore location.

Exp - 13+yrs

Shift - 2-11pm

Job Requirements

Own end-to-end AMS/BAU service delivery for the ServiceNow platform across incidents, requests, enhancements, problem management, reporting and governance. Ensure SLA/KPI compliance, manage P1/P2 escalations, coordinate with CLIENT stakeholders and resolver groups, drive service reviews, manage service risks, track improvement actions, and ensure BAU delivery aligns with CLIENT operating model and ITSM processes. Responsible for offshore-led support model, regional business-hour coverage, on-call support coordination, service reporting, continuous improvement backlog visibility, and overall service quality.

Mandatory Skills

Strong AMS/service delivery management experience; ITIL-based incident, problem, change, request and knowledge management; SLA/KPI governance; stakeholder and escalation management; service reporting; vendor/resolver group coordination; understanding of ServiceNow ITSM/CSM/HRSD/SPM/GRC/ITOM support model; excellent documentation, communication and presentation skills; ability to manage distributed offshore/onshore teams.

Certification Requirements

Mandatory: ITIL Foundation.

Preferred: ServiceNow CSA, ServiceNow Professional AI Support Specialist, ITIL Managing Professional / Practitioner, PMP or PRINCE2.

Key Roles & Responsibilities

• Own end-to-end IT service delivery and ensure services meet agreed SLAs/OLAs and business expectations.
• Drive effective use of ServiceNow for Incident, Problem, Change, Request, Knowledge, CMDB and related processes.
• Monitor SLA/OLA performance, identify breaches, drive corrective actions and improve operational KPIs
• Oversee P1/P2/P3 incidents, ensure timely resolution, coordinate resolver teams and manage escalations
• Ensure processes comply with organizational ITSM policies, audit requirements and governance standards.
• Lead or coordinate major incident calls, stakeholder communication, recovery activities and post-incident reviews .
• Identify recurring issues, drive RCA, track corrective actions and eliminate repeat incidents.
• Prepare and present WSR/MSR/service review reports covering SLA, incidents, backlog, trends, risks and improvement actions .
• Act as the primary point of contact for customers/business stakeholders and provide regular service updates.
• Prepare weekly/monthly service reports covering SLA, ticket volumes, backlog, aging, incidents, changes, problems and trends
• Identify opportunities for automation, process optimization, self-service, knowledge improvement and reduction of manual activities
• Manage/support service desk and resolver teams, monitor workload, performance, shift coverage and operational readiness.
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• Establish governance routines, review operational performance and ensure adherence to ITSM processes and standards.

Thank You,

Rajashri

Everforth Quinnox