Senior Manager - ServiceNow Operations Lead

Custom Software Engineer

Project Role : Custom Software Engineer
Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.
Must have skills : ServiceNow IT Service Management
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

POSITION TITLE Sr Manager, ServiceNow Operation Lead

ROLE SUMMARY As the Operations Lead for the ServiceNow Platform team, you will be responsible for managing solutions delivered through our ServiceNow platform.

This role will require you to collaborate and negotiate with resources outside your direct authority to deliver experiences, virtual agents, AI agents, catalogues and more across the ServiceNow platform.

ROLE RESPONSIBILITIES

Lead a small team of platform engineers, support analysts, and developers.
Foster collaboration across business units, compliance, and vendor support teams (e.g., ServiceNow, LDAP, Ping Federate).
Oversee break/fix support, incident routing, and ticket management via product support teams.
Ensure timely resolution of platform defects and blockers, especially during upgrade cycles and UAT.
Manage patches, upgrades, release cycles, and foundation data integrity.
Monitor platform performance, technical debt, and enforce standards for customization and integration.
Lead support for projects deployed into the platform, including change request (CR) lifecycle: drafting, approval, implementation, and closure.
Coordinate with the release manager, technical approvers, and testing leads to ensure smooth deployments.
Collaborate with Digital Risk Management (BTQA) to ensure compliance with SOPs and regulatory frameworks.
Maintain documentation and impact assessments for all platform changes.
Coordinate dependencies with multiple Business Owners, Product Manager and Product Owners
Manage Colleagues including performance management, compensation planning, growth and development, and regular status reviews.

BASIC QUALIFICATIONS

Bachelor s Degree in Computer Science, Business, or an affiliated field with 6 years of experience or Master s degree with 5 years of experience
4 years managing digital support teams.
3 years in a management position.
In-depth knowledge of Scrum and Agile Software Development Methodology
Ability to prioritize demand based on business value.
Advanced communication skills (written and verbal), with proven ability to express complex ideas in a simple logical manner to a variety of stakeholders
Ability to drive stakeholders to resolve deadlocks, present feasible options and gain agreement towards a solution
Quick to acquire product expertise / technical acumen in order to understand current & desired product experience as well as underlying tech & dependencies

PREFERRED QUALIFICATIONS

MBA or Master s degree
ITSM, HRSD, or CSM ServiceNow Implementor Certification
Experience running a ServiceNow Product or Support team.
Certified Scrum Product Owner (CSPO) certification and project management experience considered an asset
Scaled Agile Framework (SAFe) certification or experience operating in scaled agile delivery considered an asset
Strong customer focus, with the ability to understand and anticipate the needs of internal and external customers, and to deliver solutions that meet those needs.