Job Description

We’re looking for a senior Service Operations Manager to lead the day-to-day delivery of ServiceNow services for a large enterprise customer.

You’ll be the main point of contact, responsible for service performance, customer satisfaction, and leading a global team of ~20–25 people.

Tasks

🤝 Customer & service management

• Act as the main contact for the customer’s IT leadership
• Run regular meetings (daily, weekly, monthly reviews)
• Manage major incidents and escalations
• Ensure services meet agreed performance targets (SLAs)

👥 Team leadership

• Lead a team of engineers and consultants (onshore + offshore)
• Ensure smooth day-to-day operations (tickets, support, delivery)
• Handle resource planning, coaching, and performance management

⚙️ Platform oversight

• Oversee platform health (upgrades, patches, releases)
• Ensure best practices across modules like ITSM, CMDB, ITOM, GRC
• Work with architects on future improvements and roadmap

📈 Continuous improvement & commercial ownership

• Drive ongoing service improvements (efficiency, quality)
• Manage budgets, costs, and contract scope
• Track risks, compliance, and governance

Requirements

• 10+ years in IT service management
• Strong experience with ServiceNow delivery
• Experience managing large teams (20+ people, global setup)
• Knowledge of ITIL (certification preferred)
• Strong stakeholder management and communication skills