Service Manager - ServiceNow Development

Job Description :

Were looking for a Service Manager to oversee day-to-day delivery and performance of the ServiceNow platform. This role ensures smooth operations, strong partner management, adherence to ITSM processes, and continuous service improvement. You will work closely with the Service Owner, Process Owners, business stakeholders, and technology teams to maintain a stable, scalable, and secure ServiceNow environment.

- Manage daily ServiceNow service operations, ensuring availability, performance, and security.

- Own Incident, Request, Problem, and Change processes for assigned services.

- Track SLAs, OLAs, KPIs, and service health; drive proactive issue resolution.

- Coordinate with external partners and vendors; monitor contractual deliverables.

- Lead major incident resolution and minimize business impact.

- Drive continuous service improvement and maintain service documentation (SOPs, KB

articles, operational guides).

- Ensure compliance with internal security and governance policies.

- Support handover-to-operations for newly delivered solutions.

- Collaborate with Business Engagement and Architecture teams to align service delivery with

business needs.

- Assist in budget monitoring and cost control activities.

- Act as a subject-matter expert for ServiceNow services and promote best practices across

teams.

- Bachelors degree in Computer Science or a related discipline.

- 35 years in IT service delivery within a global organization.

- At least 3 years hands-on experience with ServiceNow.

- Strong ITSM/ITIL process knowledge; experience in Service Delivery/Operations.

- Experience working with external vendors, contracts, and SLAs.

- Preferred: Exposure to IT/OT service delivery in manufacturing environments.

- Strong understanding of ITIL, COBIT, DevOps, and service operations principles.

- Good knowledge of IT infrastructure and enterprise technologies.

- Excellent communication, stakeholder management, and presentation skills.

- Strong analytical and problem-solving capability.

- Good organizational and multitasking skills.

- ServiceNow certifications (CSA, CIS, etc.) preferred.

- ITIL v3/v4 certification is an advantage.

- Comfortable working in a global virtual team.

- Willingness to travel when required.