ServiceNow Operations Lead – TSM/OMT

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee daily operations and provide support for ServiceNow-driven telecom processes and workflows

• Evaluate platform and process performance, ensuring prompt resolution of operational challenges

• Collaborate with ServiceNow technical teams on issues, enhancements, integrations, and automation possibilities

• Recognize recurring problems and lead root-cause analysis along with permanent corrective measures

• Manage telecom operational workflows, exceptions, fallouts, escalations, and issues impacting customers

• Take ownership of SLA monitoring and governance across operational functions

• Monitor SLA compliance, backlog, aging, turnaround time, productivity, and quality metrics

• Set up escalation procedures for SLA risks and violations

• Conduct operational assessments and deliver actionable insights to stakeholders

• Drive corrective and preventive initiatives to enhance SLA compliance and overall performance

• Lead and coordinate the operations team, including task distribution, priorities, shift coverage, and escalations

• Develop standard operating procedures, controls, and governance frameworks

• Ensure effective knowledge management, documentation, and operational readiness

• Facilitate the transition of new processes and services into stable operational states

• Identify opportunities for automation, standardization, and process optimization

• Serve as the primary operational liaison for customers and internal stakeholders

• Conduct service reviews and communicate performance metrics, risks, challenges, and improvement strategies

• Coordinate with developers, architects, telecom SMEs, business units, and customer stakeholders

• Manage critical incidents and escalations through timely communication and structured resolution

⛳️ Requirements

• Over 5 years of experience in IT/telecom operations, service management, or managed services

• In-depth knowledge of the ServiceNow platform and operational processes based on ServiceNow

• Solid understanding of telecom business processes and service operations

• Extensive experience in SLA, KPI, incident, problem, escalation, and performance management

• Proven track record in managing operations teams within a 24x7 or SLA-focused environment

• Strong analytical and problem-solving capabilities

• Experience in stakeholder management and customer-facing roles

• Good grasp of ITIL/service management principles

• Exceptional communication, presentation, and reporting skills

• Ability to collaborate across business, operations, and technology teams

• Preferred ServiceNow certification such as CSA, CIS, or relevant ServiceNow specialization

• Preferred experience in the telecom domain with Order Management, Service Fulfillment, Provisioning, Activation, Assurance, or Inventory

• Familiarity with ServiceNow CSM, ITSM, FSM, Telecom Service Management (TSM), or related modules is preferred

• Experience with operational dashboards, reporting, and tools like Power BI is preferred

• Background in process improvement, automation, and operational transformation is preferred

• Experience in managing transitions from implementation/project teams into steady-state operations is preferred

🏝️ Benefits

• Healthy work-life balance

• Collaborative and innovative culture

• Professional growth support

• Commitment to diversity and inclusion

• Equal opportunity workplace

• Disability accommodation support