ServiceNow Manager
Dreampath Services
Bengaluru, Karnataka, India
Job Description – ServiceNow Manager (C1/Manager)
Location: Bangalore Hybrid 10 days in a month
Experience: 12+ Years
Shift: General Shift
Contract 2 hire
Position Summary
We are seeking an experienced ServiceNow Manager to lead large-scale ServiceNow engagements, driving both platform architecture and delivery excellence. The ideal candidate will be responsible for defining platform strategy, governing architecture standards, managing end-to-end program delivery, and leading cross-functional teams to deliver scalable, secure, and business-aligned ServiceNow solutions.
Key Responsibilities
Architecture & Technical Leadership
- Define and own the ServiceNow platform architecture, roadmap, and governance framework.
- Design scalable, secure, and maintainable ServiceNow solutions aligned with enterprise standards.
- Establish platform governance for instance strategy, cloning schedules, release management, Update Sets, and App Engine deployments.
- Lead architecture reviews for CMDB, CSDM, integrations, data models, and custom applications.
- Drive Technical Review Boards (TRB) and ensure adherence to ServiceNow best practices.
- Define secure integration patterns using REST, SOAP, IntegrationHub, OAuth 2.0, SSO, and enterprise integration frameworks.
- Minimize technical debt through governance and architectural oversight.Delivery & Program Management
- Lead end-to-end ServiceNow implementation, enhancement, and transformation programs.
- Manage project scope, timelines, budgets, resources, and delivery quality.
- Drive Agile delivery practices including Sprint Planning, Stand-ups, Reviews, and Retrospectives.
- Monitor project metrics such as velocity, burndown, resource utilization, and release readiness.
- Identify and mitigate project risks, dependencies, and escalations.
- Ensure successful deployment, adoption, and business value realization.Stakeholder Management
- Act as the primary point of contact for business leaders and executive stakeholders.
- Translate business requirements into scalable ServiceNow capabilities.
- Conduct steering committee meetings and executive-level reporting.
- Align technology initiatives with business priorities and organizational goals.Team Leadership
- Lead and mentor onsite and offshore ServiceNow teams.
- Drive technical excellence, coding standards, and solution quality.
- Conduct performance reviews, resource planning, and capability development.
- Foster a culture of collaboration, innovation, and continuous improvement.Required Experience
- 12+ years of overall IT experience.
- 7+ years of ServiceNow implementation, architecture, and delivery experience.
- Proven experience leading enterprise-scale ServiceNow programs.
- Strong experience managing distributed and global delivery teams.
- Demonstrated success delivering multi-module ServiceNow implementations.Technical Skills
ServiceNow Platform
- ITSM
- ITOM
- HRSD
- CSM
- ITAM
- SPM (Strategic Portfolio Management)
- App Engine
- Service Portal / Employee Center
- Performance AnalyticsDevelopment & Architecture
- Advanced JavaScript
- ServiceNow APIs
- Script Includes
- Flow Designer
- IntegrationHub
- Spoke Development
- CMDB & Discovery
- CSDM
- Platform Security
- ServiceNow GovernanceIntegrations
- REST APIs
- SOAP APIs
- OAuth 2.0
- Webhooks
- SSO
- Enterprise Integration PatternsDelivery Tools
- Agile / Scrum
- Jira
- Azure DevOps
- ServiceNow Agile 2.0
- PPMCertifications
Mandatory
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)Preferred
- ServiceNow Certified Technical Architect (CTA)
- ServiceNow Certified Master Architect (CMA)
- Certified Implementation Specialist (CIS)
- ITIL v4 Managing Professional
- PMP or Scrum Master CertificationKey Soft Skills
- Executive Presence
- Strategic Thinking
- Stakeholder Management
- Negotiation & Influencing Skills
- Conflict Resolution
- Leadership & Mentoring
- Excellent Communication & Presentation Skills