Lot Lead – Service Management

Job Description

Roles & Responsibilities :
Own end-to-end delivery and product management of ServiceNow products, AI development and Strategic ITSM initiatives.

• Be accountable for service levels (SLAs, availability, user satisfaction), and drive AI use cases from proof of concept to rollout within AI governance and security requirements.

• Lead the receiving teams through the service transition: knowledge transfer, reverse shadow, readiness sign-off and hyper care.

• Lead, hire and develop team leads, developers, L2 engineers and contractors, building India as a ServiceNow and AI competence center.

• Manage the contracting partner, budget and stakeholders, reporting delivery, service and financial status to the tribe lead.
   

Qualifications

Educational qualification:

Bachelor’s or Master’s degree in computer science, Information Technology?

Experience :

• 15+ years of experience in IT, technology operations, service management, digital transformation or related areas.

• Significant experience in leading complex transformation initiatives across multiple teams, functions or regions.

• Strong understanding of ITSM processes and their integration, Infrastructure, Applications and digital services.

• Proven experience transforming operating models, ways of working, governance or organizational structures.

• Demonstrated experience working with senior management and influencing stakeholders across organizational boundaries.

• Experience translating technology opportunities into business outcomes and measurable value.

• Experience leading global or multi-regional initiatives in a complex enterprise environment.

• Strong understanding of AI, automation, analytics and their application to technology/service management.

• Leadership Competencies:  Strategic Thinking, Transformation Leadership, Business Orientation, Influencing & Collaboration, Innovation Mindset and People Leadership

Mandatory/requires Skills :
Strong knowledge of IT service management and transformation frameworks, with certifications such as, ITIL V4

Preferred Skills :
AI, Digital Transformation, AIOps or Cloud certifications are an advantage

Additional Information

Manual PANF# Excel - BD/PA-SM_US_India_123