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