Manager - IT Service Operations

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Your New Role:

- The Manager of Service Operations will play a pivotal role in leading and managing ITSM service operations within the Enterprise Service Management Office (ESMO) organization.

- This position is based in Hyderabad and is responsible for leading a team of Senior Service Management Analysts.

- The role requires a deep understanding of ServiceNow and IT Service Management (ITSM) principles and practices, as well as the ability to drive strategic initiatives that enhance service delivery and operational efficiency.

- As a key contributor to the Service Management Operations team, the Manager will collaborate with cross-functional teams to ensure the effective management and support of service management processes.

- The focus will be on operational execution, supporting the lead practitioner, and guiding junior team members.

- Key responsibilities include managing service operations projects, providing technical support for incidents and enhancements, and collaborating with stakeholders to ensure successful delivery of service management initiatives.

- This role requires a detail-oriented professional with a strong background in service management and operational execution.

Your Role Accountabilities.

RESOURCE MANAGEMENT:

- Lead and manage a high-performing team of ServiceNow service management analysts, providing coaching, mentorship, and performance feedback.

- Allocate analyst resources effectively across projects and initiatives to meet demand and timelines.

- Oversee the recruitment, onboarding, and professional development of service management analysts to ensure long-term success.

- Foster a collaborative, accountable, and inclusive team culture that emphasizes continuous learning and innovation.

SERVICE OPERATIONS STRATEGY:

- Develop and implement service operations strategies and roadmaps that align with the organization's transformation goals.

- Collaborate with leadership and the ITSM process managers to define the strategic direction of service operations.

- Coordinate with cross-functional teams to ensure process objectives are met and deliverables are achieved.

- Monitor process management progress and implement corrective actions as necessary to address any deviations from the plan.

- Develop and implement best practices for operations management and delivery.

STAEKEHOLDER MANAGEMENT:

- Build and maintain strong relationships with key stakeholders, including IT, business units, and external partners.

- Facilitate communication and collaboration between stakeholders to ensure alignment of service operations initiatives.

- Act as a liaison between technical teams and business users to translate requirements and ensure successful implementation of process management initiatives.

TECHNICAL SUPPORT (20%):

- Provide process guidance for incidents and enhancements across various service management processes.

- Help troubleshoot and resolve service management issues, ensuring minimal disruption to operations.

- Collaborate with IT teams to implement system updates, patches, and enhancements.

DOCUMENTATION & KNOWLEDGE SHARING:

- Establish standards for documentation and knowledge management across the analyst team.

- Review and approve service management process documentation, requirement specifications, user guides, and knowledge base articles.

- Coordinate knowledge sessions and process roadmap reviews for ServiceNow stakeholders across the organization.

- Foster knowledge-sharing within the analyst team to promote best practices and reusability.

Qualifications & Experiences:

- 7 + years of experience in IT service management or related field with 3+ years of experience managing ITSM process management operations in a ServiceNow environment.

- Strong problem-solving skills and the ability to optimize complex processes.

- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.

- Bachelor's degree in Information Technology, Business Administration, or related field.

- Not Required But Preferred Experience.

- ITIL v3 or v4 certification (Intermediate or Strategic Leader preferred).

- ServiceNow Certified System Administrator, Certified Business Analyst, or other relevant ServiceNow certifications.

- Experience implementing enterprise service management solutions in global environments.