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.