ServiceNow Service Manager

1 week ago

Mumbai Metropolitan Region, India ElementSkill Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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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