ServiceNow Operations Lead: Production Reliability & Delivery

Dexian; Coppell (TX); On-site; USD 130,000 - 165,000; Full time

Job summary

Dexian seeks a ServiceNow Operations Manager to lead a global team of application support engineers, directing deployments, patches, and upgrades of the ServiceNow platform. You will ensure high availability and coordinate with engineering, product, and IT teams to deliver projects and support.

You will oversee incident response, DR exercises, and adherence to IT controls, while mentoring staff and optimizing performance across onshore/offshore teams in US/India time zones.

Qualifications

• 12+ years of IT management with focus on IT Applications operations.
• Bachelor's or Master's in Computer Science or equivalent.
• Strong understanding of ServiceNow architecture and best practices.
• Experience with third-party integrations and audits.
• CSA certification preferred.
• Excellent communication with stakeholders and ability to handle multiple priorities.

Responsibilities

• Manage a team of application support engineers (onshore/offshore) for ServiceNow operations, deployments, patches, and upgrades.
• Oversee production incidents, including off-hours as required.
• Ensure high availability for production and non-production environments.
• Collaborate with engineering, product, and IT teams to deliver projects and support.
• Lead DR exercises and ensure compliance with IT controls and audits.
• Maintain platform hygiene with vendor teams and optimize performance.
• Produce SLA and performance metrics for continuous improvement.
• Mentor staff and staff development; coordinate US/India time-zone collaboration.

Skills

IT management

ServiceNow

Stakeholder comms

Audit/compliance

Staff mentoring

Workforce planning

Education

Bachelor's or Master's in Computer Science

Job description

Dexian seeks a ServiceNow Operations Manager to lead a global team of application support engineers, directing deployments, patches, and upgrades of the ServiceNow platform. You will ensure high availability and coordinate with engineering, product, and IT teams to deliver projects and support.

You will oversee incident response, DR exercises, and adherence to IT controls, while mentoring staff and optimizing performance across onshore/offshore teams in US/India time zones.