ServiceNow Operations Manager

Everforth Quinnox; Bengaluru; Hybrid; INR 1,800,000 - 2,400,000; Full time

Job summary

Everforth Quinnox is seeking an experienced ServiceNow Operations Manager for the Bangalore location. This role leads end-to-end AMS/BAU service delivery on the ServiceNow platform, spanning incidents, requests, enhancements, problem management, reporting, and governance.

The candidate will ensure SLA/KPI compliance, manage P1/P2 escalations, coordinate with CLIENT stakeholders, and drive service improvements within an offshore-led support model and ITSM framework.

Qualifications

• Strong AMS/service delivery management experience with ITIL-based processes.
• Ability to manage incidents, problems, changes, requests and knowledge management.
• Experience with SLA/KPI governance and stakeholder escalations.
• Familiarity with offshore/onshore distributed teams and governance.

Responsibilities

• Own end-to-end IT service delivery and ensure SLAs/OLAs meet business expectations.
• Drive ServiceNow usage across Incident, Problem, Change, Request, Knowledge, CMDB processes.
• Monitor SLA/OLA performance and coordinate corrective actions.
• Oversee major incidents and coordinate resolver groups and communications.
• Ensure ITSM policy compliance and governance standards.
• Lead or coordinate major incident calls and post-incident reviews.
• Identify recurring issues, drive RCA and corrective actions.
• Prepare regular service reviews and reports for stakeholders.
• Provide regular service updates to customers and business stakeholders.
• Identify automation and process optimization opportunities.
• Manage/service desk and resolver teams for workload and readiness.
• Establish governance routines and adherence to ITSM standards.

Skills

AMS service delivery

ITIL incident management

Problem & change mgmt

ServiceNow ITSM/CSM/HRSD

Stakeholder management

Offshore/onshore team mgmt

SLA/KPI governance

Leadership & communication

Tools

ServiceNow ITSM/CSM/HRSD/ITOM

Job description

We are Urgently looking for ServiceNow Operations Manager for Bangalore location.

Exp - 13+yrs

Shift - 2-11pm

Job Requirements

Own end-to-end AMS/BAU service delivery for the ServiceNow platform across incidents, requests, enhancements, problem management, reporting and governance. Ensure SLA/KPI compliance, manage P1/P2 escalations, coordinate with CLIENT stakeholders and resolver groups, drive service reviews, manage service risks, track improvement actions, and ensure BAU delivery aligns with CLIENT operating model and ITSM processes. Responsible for offshore-led support model, regional business-hour coverage, on-call support coordination, service reporting, continuous improvement backlog visibility, and overall service quality.

Mandatory Skills

Strong AMS/service delivery management experience; ITIL-based incident, problem, change, request and knowledge management; SLA/KPI governance; stakeholder and escalation management; service reporting; vendor/resolver group coordination; understanding of ServiceNow ITSM/CSM/HRSD/SPM/GRC/ITOM support model; excellent documentation, communication and presentation skills; ability to manage distributed offshore/onshore teams.

Certification Requirements

Mandatory: ITIL Foundation.

Preferred: ServiceNow CSA, ServiceNow Professional AI Support Specialist, ITIL Managing Professional / Practitioner, PMP or PRINCE2.

Key Roles & Responsibilities

• Own end-to-end IT service delivery and ensure services meet agreed SLAs/OLAs and business expectations.
• Drive effective use of ServiceNow for Incident, Problem, Change, Request, Knowledge, CMDB and related processes.
• Monitor SLA/OLA performance, identify breaches, drive corrective actions and improve operational KPIs
• Oversee P1/P2/P3 incidents, ensure timely resolution, coordinate resolver teams and manage escalations
• Ensure processes comply with organizational ITSM policies, audit requirements and governance standards.
• Lead or coordinate major incident calls, stakeholder communication, recovery activities and post-incident reviews .
• Identify recurring issues, drive RCA, track corrective actions and eliminate repeat incidents.
• Prepare and present WSR/MSR/service review reports covering SLA, incidents, backlog, trends, risks and improvement actions .
• Act as the primary point of contact for customers/business stakeholders and provide regular service updates.
• Prepare weekly/monthly service reports covering SLA, ticket volumes, backlog, aging, incidents, changes, problems and trends
• Identify opportunities for automation, process optimization, self-service, knowledge improvement and reduction of manual activities
• Manage/support service desk and resolver teams, monitor workload, performance, shift coverage and operational readiness.
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• Establish governance routines, review operational performance and ensure adherence to ITSM processes and standards.