Servicenow QA- Manager/Head

Manager/Head – QA | InMorphis

Location: Noida

Experience: 12–15 Years

Role Overview

We are looking for an experienced Manager – QA to lead ServiceNow QA delivery across multiple customer engagements. The role focuses on customer relationship management, delivery excellence, QA solutioning, commercial accountability, and AI-driven testing efficiency.

Key Responsibilities

• QA Delivery Management: Own end-to-end QA delivery across multiple ServiceNow engagements, ensuring quality, timelines, resource utilization, and delivery commitments.
• Client Relationship Management: Build strong customer relationships, lead governance reviews, manage escalations, and drive customer satisfaction and retention.
• Solutioning & Presales: Lead QA discovery, solution design, effort estimation, resource planning, and contribute to RFP/RFI responses, proposals, and SOWs.
• AI & Test Automation: Drive ServiceNow ATF, test automation, and practical adoption of Generative AI for test case generation, test data preparation, defect analysis, and testing efficiency.
• Delivery & Commercial Performance: Monitor delivery KPIs, project budgets, productivity, utilization, risks, and margins.
• Team Leadership: Lead QA teams across engagements and collaborate with ServiceNow development, architecture, project management, and account teams.

Required Skills & Experience

• 12–15 years of experience in QA/Quality Engineering, with substantial ServiceNow QA delivery leadership.
• Strong knowledge of ServiceNow modules such as ITSM, ITOM, CMDB, HRSD, or CSM.
• Hands-on understanding of ServiceNow ATF, test automation, regression, integration, and release testing.
• Experience managing multiple projects and enterprise customer engagements.
• Strong client-facing skills, stakeholder management, governance, and escalation handling.
• Experience in QA solutioning, effort estimation, resource planning, RFP/RFI responses, and SOWs.
• Practical exposure to AI-enabled testing, Generative AI, or intelligent automation.
• Understanding of Agile, SDLC/STLC, CI/CD, release management, and delivery governance.
• Strong communication, commercial awareness, and problem-solving skills.

Preferred Certifications

ServiceNow CSA, ServiceNow ATF, ISTQB Advanced Level, AutomatePro, ITIL, PMP/PRINCE2, or relevant AI/testing certifications.

What We're Looking For

A customer-focused QA leader who can combine ServiceNow expertise, client relationship management, solutioning, and AI-enabled delivery to achieve predictable outcomes and measurable business value.