Service Manager (ServiceNow)

We are seeking an experienced Service Manager to ensure the efficient and effective delivery of the ServiceNow platform. The role involves working closely with service owners, process owners, vendors, and business stakeholders to deliver a seamless end-to-end service experience.

As part of this role, you will also be responsible for driving ServiceNow platform enhancements and development initiatives. This includes building custom solutions, implementing workflows, and guiding development best practices to meet business needs.

Key Responsibilities

• Oversee day-to-day ServiceNow platform operations, ensuring availability, performance, scalability, and security.
• Contribute to and lead ServiceNow development activities, including customization, scripting, workflows, and integrations.
• Manage the end-to-end service lifecycle, including execution of service improvements.
• Lead and coordinate the resolution of incidents and service requests, minimizing business impact.
• Monitor and report on SLA, OLA, and KPI compliance; proactively identify and resolve service issues.
• Collaborate with vendors and procurement teams to ensure contractual and service commitments are met.
• Ensure compliance with security, governance, and operational risk management standards.
• Maintain accurate documentation, SOPs, and knowledge base articles for operational excellence.
• Support service transition and handover into operations for new solutions.
• Provide technical leadership within the ServiceNow platform, mentoring team members and ensuring alignment with development best practices.

Required Skills & Experience

• 8+ years of IT experience, with proven expertise in ServiceNow platform management and development.
• Strong hands-on knowledge of JavaScript, Glide APIs, client scripts, business rules, workflows, Flow Designer, and integrations (REST/SOAP).
• Experience across core ServiceNow modules (Incident, Problem, Change, Request, SLA) and ideally HRSD, CMDB, ITOM/ITAM.
• Certifications:
• ServiceNow CSA (Preferred)
• CAD, CIS (Preferred)
• ITIL v3/v4 (Preferred)
• Demonstrated experience in leading development efforts, guiding teams, or acting as a module SME/Tech Lead.
• Strong communication, stakeholder management, and problem-solving skills.

Job Types: Full-time, Permanent

Pay: Up to ₹4,000,000.00 per year

Ability to commute/relocate:

• Vikhroli, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• What is your Notice Period (in days)?

Experience:

• ServiceNow: 6 years (Preferred)

Work Location: In person