ServiceNow Service Manager
6 days ago
This is a senior role focused on managing the ServiceNow platform to ensure stability, service quality, and continuous improvements. You will be a key bridge between business stakeholders, vendors, and IT teams taking ownership of end-to-end delivery and ensuring ServiceNow adds maximum value to the organization.
Key Responsibilities
- Lead day-to-day ServiceNow operations (availability, performance, scalability, security).
- Manage incidents, major incidents, and service requests, ensuring quick resolution and minimal impact.
- Monitor and report on SLA, OLA, and KPI performance with proactive issue resolution.
- Drive continuous service improvements, automation, and best practices.
- Collaborate with vendors and procurement to ensure contract compliance and service excellence.
- Oversee service transitions and maintain updated process documentation.
- Ensure compliance with ITIL, governance, and security standards.
- Act as a ServiceNow Subject Matter Expert (SME) and advisor across business functions.
Required Skills
- 8+ years of hands-on experience with ServiceNow platform (administration, development, or service delivery).
- Strong knowledge of ITIL processes Incident, Problem, Change, SLA/KPI management.
- ServiceNow CSA certification is required; CIS/CSI preferred.
- ITIL v3/v4 certification mandatory.
- Proven experience in vendor/stakeholder management and global service delivery.
- Excellent communication, analytical, and problem-solving skills.
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