Job Description

We are planning to hire a Senior Manager with strong ServiceNow and AI expertise to lead the offshore ServiceNow development team. This role is critical to support the growing portfolio of ServiceNow AI, and GenAI initiatives across the organization.
The Senior Manager will oversee a team of 56 associates consisting of ServiceNow Technical Leads and Platform Leads, providing both strategic direction and operational leadership across enterprise platform initiatives. This role will be responsible for improving delivery execution, development velocity, governance alignment, operational stability, and AI adoption within the ServiceNow ecosystem ##LI-DNI

Qualifications

The Senior Manager, ServiceNow & AI Delivery will provide strategic leadership and operational oversight for the offshore ServiceNow development organization, driving enterprise ServiceNow, AI, and Generative AI initiatives. This role is responsible for leading ServiceNow Technical Leads and Platform Leads, ensuring high-quality delivery, platform governance, operational excellence, and accelerated AI adoption across the enterprise.
Education & Certifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. A master's degree is preferred.
ServiceNow certifications such as:

Certified System Administrator (CSA) Required
Certified Application Developer (CAD) Preferred
ServiceNow Implementation Specialist certifications Preferred
Certified Technical Architect (CTA) or equivalent advanced credentials Advantageous

AI/Cloud certifications related to Microsoft Azure, Azure AI, Microsoft Copilot, OpenAI, or other enterprise AI platforms are desirable.

Experience

Minimum 12+ years of overall IT experience, including 7+ years of ServiceNow platform leadership and delivery experience.
Minimum 35 years of people management experience, leading geographically distributed development and platform teams.
Proven experience managing enterprise-scale ServiceNow programs, application development, platform operations, and strategic transformation initiatives.
Demonstrated success leading large ServiceNow implementations across modules such as ITSM, ITOM, HRSD, CSM, SPM, App Engine, and IntegrationHub.
Experience driving Agile delivery, platform governance, operational excellence, and continuous improvement initiatives.

ServiceNow Technical Expertise

Strong understanding of ServiceNow platform architecture, application development, integrations, platform governance, and release management.
Experience overseeing development standards, code quality reviews, Health Scan assessments, security compliance, and technical debt remediation.
Knowledge of ServiceNow upgrades, deployment processes, environment management, MID Servers, platform performance optimization, and operational support.
Ability to partner with enterprise architects, business stakeholders, security teams, and platform owners to define and execute strategic roadmaps.

AI & Generative AI Expertise

Proven experience leading AI-enabled transformation initiatives within ServiceNow or enterprise platforms.
Familiarity with ServiceNow AI capabilities, including:

Now Assist
AI Search
Predictive Intelligence
Virtual Agent
Intelligent Document Processing (IDP)
GenAI-powered workflow automation

Experience evaluating, implementing, or governing AI and GenAI solutions using platforms such as Microsoft Copilot, Azure OpenAI, OpenAI services, or equivalent enterprise AI technologies.
Understanding of AI governance, responsible AI practices, data security, risk management, and business value realization.

Leadership & Management Competencies

Demonstrated ability to lead and mentor teams of Technical Leads, Platform Leads, and senior engineers.
Strong stakeholder management skills with the ability to influence senior business and technology leaders.
Experience establishing delivery governance, performance metrics, resource planning, and operational controls.
Proven ability to improve development velocity, quality, productivity, and customer satisfaction.
Strong decision-making, conflict resolution, and organizational leadership skills.

Key Responsibilities Alignment
The successful candidate should demonstrate the ability to:

Lead and develop a high-performing offshore ServiceNow team.
Drive successful execution of ServiceNow AI and GenAI initiatives.
Improve delivery predictability, platform stability, and operational excellence.
Establish governance processes that ensure security, compliance, and development best practices.
Accelerate AI adoption and innovation while maintaining appropriate risk and compliance controls.