ServiceNow Manager

ScaleneWorks People Solutions LLP; Bengaluru; Hybrid; INR 3,500,000 - 5,500,000; Full time

Benefits offered by this job

Hybrid work model

Leadership opportunities

Job summary

ScaleneWorks People Solutions LLP in Bengaluru is seeking an experienced ServiceNow People Manager to lead a high‑performing ITSM team. You will mentor developers and administrators, drive ITIL processes, and ensure delivery of business value.

The role requires deep ServiceNow expertise, strong stakeholder management, and a passion for continuous improvement. This is a hybrid position with 3 days in office and opportunities to shape enterprise IT service delivery.

Qualifications

• 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.

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: 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.

Skills

ServiceNow

ITIL

People management

Stakeholder management

ITSM

Team leadership

Tools

ServiceNow Platform

Job description

Work Model: Hybrid – 3 Days/Week Work from Office

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:
• 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

• 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.