Team Lead - Service Now

Your role

Mission

The ServiceNow Team Leader is responsible for leading the ServiceNow team, ensuring high-quality delivery of ITSM solutions, and developing strong technical and functional competence within the team. This role ensures that the ServiceNow platform supports global IT operations effectively, meets business needs, and continuously evolves with best practices as aligned with Global IT Hub strategy.

• Team Leadership & People Management
• Lead and mentor ServiceNow administrators and developers.
• Manage daily operations, task assignments, and performance reviews.
• Build a culture of teamwork, accountability, and continuous learning.
• Delivery & Operational Excellence
• Ensure timely, high‑quality delivery of ServiceNow projects and enhancements.
• Oversee full request lifecycle from requirements to deployment.
• Monitor SLAs, backlog, and sprint progress while enforcing governance and best practices.
• ServiceNow Platform Management
• Maintain platform stability, performance, and issue resolution.
• Manage ITSM modules (Incident, Problem, Change, Request, CMDB, Knowledge, Catalog).
• Coordinate upgrades, patches, and new module rollouts.
• Ensure CMDB accuracy, service mapping, and compliance with security standards.
• Competence Development & Capability Building
• Identify skill gaps and plan training interventions.
• Promote learning in ServiceNow, scripting, automation, and ITIL.
• Develop best practices, reusable components, and knowledge articles.
• Stakeholder & Communication Management
• Act as escalation point for ServiceNow issues and solution design.
• Collaborate with IT teams, process owners, and business stakeholders.
• Provide clear communication on timelines, risks, and performance.
• Continuous Improvement & Innovation
• Streamline processes and enhance user experience.
• Drive automation, integrations, and adoption of self‑service tools.
• Advance ITSM maturity using ITIL frameworks and analytics.
  
  

To succeed, you will need

Educational Background

• Bachelor's or Master's degree in Computer Science, Information Technology, Business Administration, or a related discipline.
• Strong academic foundation in IT systems, business processes, and digital transformation.
  
  

Experience and Technical Expertise

• 6–10 years of progressive IT experience with significant exposure to ServiceNow platforms.
• 2–4 years of leadership experience managing or supervising ServiceNow or ITSM‑focused teams.
• Prior experience in a global capability center, shared service environment, or international IT support model is considered advantageous.
• Deep expertise in ServiceNow ITSM modules including Incident, Problem, Change, Request, CMDB, Knowledge, and Service Catalog.
• Skilled in workflow design, JavaScript scripting, UI customization, integrations, and reporting capabilities.
• Familiarity with ITIL frameworks and service delivery methodologies.
• Exposure to Agile practices, DevOps culture, and CI/CD pipelines.
• Proven leadership skills in team development, stakeholder management, and conflict resolution.
• Strong communication, planning, prioritization, and problem‑solving abilities.
• Customer‑centric mindset with a focus on quality, service excellence, and continuous improvement.
  
  

Preferred Certifications

• ServiceNow Certified System Administrator (CSA).
• Additional CIS certifications such as ITSM, Discovery, CMDB, Catalog, or HRSD.
• ITIL Foundation or advanced ITIL certifications.
  
  

In return, we offer

• A dynamic and inclusive work culture founded on mutual trust, respect, and accountability, fostering a positive and productive environment.
• Comprehensive opportunities for career development supported by continuous learning programs, certification sponsorship, and experiences designed to expand skills and advance your professional journey.
• An innovation-driven workplace that encourages creativity, embraces new ideas, and invests in technology to empower employees and improve business outcomes.
• Attractive and competitive compensation packages that recognize your contributions and provide financial security along with comprehensive benefits.
• Holistic health and well-being initiatives including physical, mental, and emotional support programs aiming to nurture a balanced and sustainable work-life integration.
  
  

Job location

Hybrid Work Arrangement

This position embraces flexibility, offering a hybrid working model which combines the benefits of remote work with the collaborative environment of our on-site office located at Atlas Copco in Pune, India. This setup allows for a harmonious balance between professional engagement and personal well-being.

Uniting curious minds

Behind every innovative solution, there are people working together to transform the future. With careers sparked by initiative and lifelong learning, we unite curious minds, and you could be one of them.