ServiceNow Operations Lead - TSM/OMT

Role Overview

We are looking for an experienced ServiceNow Operations Lead to manage and lead day-to-day operations and support for ServiceNow-based telecom processes. The role requires a strong understanding of the ServiceNow platform, telecom operations, IT/service management processes, SLA governance, and operational performance management.

The Operations Lead will work closely with business stakeholders, ServiceNow teams, operations teams, and customer teams to ensure stable, efficient, and SLA-compliant service delivery.

Key Responsibilities

ServiceNow Platform & Operations

• Lead day-to-day operations and support for ServiceNow-based processes and workflows.
• Demonstrate working knowledge of ServiceNow modules, workflows, cases, incidents, requests, tasks, and related operational processes.
• Monitor platform/process performance and ensure timely resolution of operational issues.
• Coordinate with ServiceNow technical teams for defects, enhancements, integrations, and automation opportunities.
• Identify recurring issues and drive root-cause analysis and permanent corrective actions.

Telecom Process Operations (Preferable)

• Understand telecom business and operational processes, preferably across Order Management, Service Fulfillment, Provisioning, Activation, Assurance, and Inventory.
• Manage operational workflows and exceptions within telecom processes.
• Work with business and technical teams to identify process gaps, operational risks, and improvement opportunities.
• Ensure effective handling of process fallouts, exceptions, escalations, and customer-impacting issues.

SLA & Performance Management

• Own day-to-day SLA monitoring and governance across operational processes.
• Track SLA adherence, backlog, aging, turnaround time, productivity, and quality metrics.
• Establish appropriate escalation mechanisms for SLA risks and breaches.
• Conduct regular operational reviews and provide actionable insights to stakeholders.
• Drive corrective and preventive actions to improve SLA compliance and operational performance.

Operations & Team Management

• Lead and coordinate the operations team responsible for ServiceNow-based processes.
• Manage workload allocation, priorities, shift coverage, and operational escalations.
• Establish standard operating procedures, controls, and governance mechanisms.
• Ensure effective knowledge management, documentation, and operational readiness.
• Support transition of new processes/services into steady-state operations.
• Identify opportunities for automation, standardization, and process optimization.

Stakeholder Management

• Act as the primary operations interface for customer and internal stakeholders.
• Conduct regular service reviews and communicate operational performance, risks, issues, and improvement plans.
• Coordinate with ServiceNow developers, architects, telecom SMEs, business teams, and customer stakeholders.
• Manage critical incidents and escalations through timely communication and structured resolution.

Required Skills & Experience

• 5+ years of experience in IT/telecom operations, service management, or managed services.
• Strong working knowledge of the ServiceNow platform and ServiceNow-based operational processes.
• Good understanding of telecom business processes and service operations.
• Strong experience in SLA, KPI, incident, problem, escalation, and performance management.
• Experience managing operations teams in a 24x7 or SLA-driven environment.
• Strong analytical and problem-solving skills with the ability to identify trends and operational risks.
• Experience in stakeholder management and customer-facing operations.
• Good understanding of ITIL/service management principles.
• Strong communication, presentation, and reporting skills.
• Ability to work across business, operations, and technology teams.

Preferred Skills

• ServiceNow certification such as CSA, CIS, or relevant ServiceNow specialization.
• Telecom domain experience with Order Management, Service Fulfillment, Provisioning, Activation, Assurance, or Inventory.
• Experience with ServiceNow CSM, ITSM, FSM, Telecom Service Management (TSM), or related modules.
• Experience with operational dashboards, reporting, and tools such as Power BI.
• Experience in process improvement, automation, and operational transformation.
• Experience managing transitions from implementation/project teams into steady-state operations.