ServiceNow AMS Lead - Continuous Modernization

ServiceNow AMS Lead - Continuous Modernization

About the Role

Lead our Application Management Services with a modernization mindset. You'll manage ongoing support for modernized ServiceNow instances while continuously improving them. This isn't traditional AMS-every ticket is an opportunity to reduce technical debt.

Key Responsibilities

Service Delivery Management

• Lead L2/L3 support team for multiple client accounts
• Ensure SLA compliance while driving continuous improvement
• Manage incident, problem, and change processes
• Coordinate with clients for service reviews
• Drive automation initiatives to reduce manual work

Continuous Modernization

• Identify technical debt during support activities
• Implement incremental improvements with each release
• Track and report modernization metrics
• Lead monthly optimization sprints
• Ensure upgrade readiness maintenance

Team Leadership

• Manage team of 5-10 ServiceNow engineers
• Conduct performance reviews and career development
• Foster culture of continuous learning and improvement
• Coordinate with offshore/nearshore teams
• Ensure knowledge management and documentation

Required Qualifications

Leadership Experience

• 5+ years in ServiceNow support/delivery roles
• 2+ years in team leadership position
• Experience managing multiple client accounts
• Strong ITSM process knowledge
• Excellent client communication skills

Technical Knowledge

• Understanding of ServiceNow platform architecture
• Knowledge of common customization patterns
• Experience with ServiceNow upgrades
• Understanding of performance optimization
• Basic scripting knowledge

Preferred Qualifications

• ITIL v4 Foundation or higher
• ServiceNow Certified System Administrator
• Experience with B2B SaaS companies
• Knowledge of automation tools
• Agile/DevOps experience