ServiceNow Operations Lead - TSM/OMT

OpenKrill; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

NewRocket, an AI-first ServiceNow partner, is seeking an experienced ServiceNow Operations Lead to manage day-to-day operations for telecom processes and SLA governance. You will collaborate with ServiceNow teams, operations, and customer stakeholders to ensure stable, efficient delivery and drive performance improvements.

The role requires 5+ years in IT/telecom ops, strong ServiceNow expertise, and leadership in a 24x7 environment.

Qualifications

• 5+ years of IT/telecom operations or managed services experience.
• Strong knowledge of the ServiceNow platform and related processes.
• Solid understanding of telecom business processes and service operations.
• Proven experience with SLA, KPIs, incidents, problems, escalations and performance reporting.
• Experience leading 24x7 or SLA-driven operations teams.
• Excellent stakeholder management and communication skills.

Responsibilities

• Lead day-to-day ServiceNow-based operations and support.
• Monitor platform performance and ensure timely issue resolution.
• Coordinate with ServiceNow developers and telecom SMEs for improvements.
• Identify recurring issues and drive root-cause analysis and corrective actions.
• Manage critical incidents and escalations with clear communication.
• Oversee workload, shift coverage, and operations governance.
• Provide regular operational reviews and actionable insights to stakeholders.

Skills

ServiceNow

ITIL

SLA Management

Stakeholder Management

24x7 Operations

Data Analysis

Tools

ServiceNow ITSM

Power BI

Job description

Why Us

NewRocket is the AI-first Elite ServiceNow Partner that activates real value on the Now Platform. As a trusted advisor to enterprise leaders, we combine industry expertise, human-centered design, and enterprise-grade AI to help organizations navigate change and scale with confidence.With two decades of experience guiding clients to realize the full potential of the ServiceNow AI Platform, we are one of the largest pure-play ServiceNow partners, uniquely focused on enabling enterprises to adopt AI they trust—AI that delivers lasting business value.

We #GoBeyondWorkflowsto create new kinds of experiences for our customers.

Come join our Crew!

Our Approach to Work

At NewRocket, people are not just the backbone; they're the heartbeat. We champion diversity, celebrate creativity, and embrace the uniqueness each person brings to the table. Here, it's not just about a job; it's about fostering a healthy work-life balance, creating a culture that thrives on collaboration and innovation, and supporting professional growth for individuals and teams.

We believe in creating meaningful experiences, not just for our clients but for every member of our crew. Your voice matters, your growth matters, and you matter. Join us for a journey where your uniqueness is not only recognized but celebrated, and together, let's create something extraordinary!

Role Overview

We are looking for an experienced ServiceNow Operations Lead to manage and lead day-to-day operations and support for ServiceNow-based telecom processes. The role requires a strong understanding of the ServiceNow platform, telecom operations, IT/service management processes, SLA governance, and operational performance management.

The Operations Lead will work closely with business stakeholders, ServiceNow teams, operations teams, and customer teams to ensure stable, efficient, and SLA-compliant service delivery.

Key Responsibilities

ServiceNow Platform & Operations

• Lead day-to-day operations and support for ServiceNow-based processes and workflows.
• Demonstrate working knowledge of ServiceNow modules, workflows, cases, incidents, requests, tasks, and related operational processes.
• Monitor platform/process performance and ensure timely resolution of operational issues.
• Coordinate with ServiceNow technical teams for defects, enhancements, integrations, and automation opportunities.
• Identify recurring issues and drive root-cause analysis and permanent corrective actions.

Telecom Process Operations (Preferable)

• Understand telecom business and operational processes, preferably across Order Management, Service Fulfillment, Provisioning, Activation, Assurance, and Inventory.
• Manage operational workflows and exceptions within telecom processes.
• Work with business and technical teams to identify process gaps, operational risks, and improvement opportunities.
• Ensure effective handling of process fallouts, exceptions, escalations, and customer-impacting issues.

SLA & Performance Management

• Own day-to-day SLA monitoring and governance across operational processes.
• Track SLA adherence, backlog, aging, turnaround time, productivity, and quality metrics.
• Establish appropriate escalation mechanisms for SLA risks and breaches.
• Conduct regular operational reviews and provide actionable insights to stakeholders.
• Drive corrective and preventive actions to improve SLA compliance and operational performance.

Operations & Team Management

• Lead and coordinate the operations team responsible for ServiceNow-based processes.
• Manage workload allocation, priorities, shift coverage, and operational escalations.
• Establish standard operating procedures, controls, and governance mechanisms.
• Ensure effective knowledge management, documentation, and operational readiness.
• Support transition of new processes/services into steady-state operations.
• Identify opportunities for automation, standardization, and process optimization.

Stakeholder Management

• Act as the primary operations interface for customer and internal stakeholders.
• Conduct regular service reviews and communicate operational performance, risks, issues, and improvement plans.
• Coordinate with ServiceNow developers, architects, telecom SMEs, business teams, and customer stakeholders.
• Manage critical incidents and escalations through timely communication and structured resolution.

Required Skills & Experience

• 5+ years of experience in IT/telecom operations, service management, or managed services.
• Strong working knowledge of the ServiceNow platform and ServiceNow-based operational processes.
• Good understanding of telecom business processes and service operations.
• Strong experience in SLA, KPI, incident, problem, escalation, and performance management.
• Experience managing operations teams in a 24x7 or SLA-driven environment.
• Strong analytical and problem-solving skills with the ability to identify trends and operational risks.
• Experience in stakeholder management and customer-facing operations.
• Good understanding of ITIL/service management principles.
• Strong communication, presentation, and reporting skills.
• Ability to work across business, operations, and technology teams.

Preferred Skills

• ServiceNow certification such as CSA, CIS, or relevant ServiceNow specialization.
• Telecom domain experience with Order Management, Service Fulfillment, Provisioning, Activation, Assurance, or Inventory.
• Experience with ServiceNow CSM, ITSM, FSM, Telecom Service Management (TSM), or related modules.
• Experience with operational dashboards, reporting, and tools such as Power BI.
• Experience in process improvement, automation, and operational transformation.
• Experience managing transitions from implementation/project teams into steady-state operations.

We Take Care of Our People

NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard. We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact [e-mail].