📍 Location: Bangalore
🏢 Work Model: Hybrid – 3 Days/Week Work from Office
💼 Experience: 10–16 Years
About the Role
We are looking for an experienced ServiceNow People Manager to lead a high-performing IT Service Management (ITSM) team. This is an excellent opportunity for professionals who have a strong background in ServiceNow, ITIL processes, and people leadership, with a passion for driving operational excellence and delivering business value.
You will play a key role in managing ServiceNow operations, mentoring technical teams, collaborating with global stakeholders, and continuously improving IT service delivery.
Key Responsibilities
- Lead, mentor, and develop a team of ServiceNow Developers, Administrators, and ITSM professionals.
- Drive employee engagement through coaching, performance management, and career development.
- Own and improve core ITSM processes including:
- Incident Management
- Problem Management
- Change Management
- Request Management
- CMDB
- Knowledge Management
- Provide leadership for ServiceNow platform implementation, configuration, enhancements, and governance.
- Partner with business and technical stakeholders to align ITSM processes with organizational objectives.
- Ensure compliance with IT policies, security standards, SLAs, and KPIs.
- Act as the primary escalation point for critical ITSM issues.
- Drive continuous improvement initiatives and ITIL best practices across the organization.
Required Skills & Experience
- 10–16 years of experience in IT Service Management.
- 2–3+ years of people management experience, leading technical teams.
- Strong hands-on experience with the ServiceNow platform (Implementation, Administration, Configuration, or Operations).
- Deep understanding of ITIL processes and service management best practices.
- Excellent stakeholder management and communication skills.
- Experience working with cross-functional and global teams.
- Strong leadership, coaching, and team development capabilities.
Preferred Qualifications
- ITIL Foundation (or higher) Certification.
- ServiceNow System Administrator or other ServiceNow certifications.
- Experience leading ServiceNow implementation or platform upgrade projects.
- Exposure to Agile and DevOps methodologies.
- Knowledge of ServiceNow Performance Analytics, dashboards, and reporting.
Why Join Us?
- Opportunity to lead and build high-performing ServiceNow teams.
- Work on enterprise-scale ServiceNow initiatives.
- Collaborate with global stakeholders and business leaders.
- Hybrid work model with excellent career growth opportunities.
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