ServiceNow Managed Services Manager

Our rapidly growing India organization is seeking an experienced ServiceNow Managed Services Manager Offshore. This role requires a strong people leader with proven expertise in managed services delivery, operational excellence, and customer success.

What Will You Do

As a ServiceNow Managed Services Manager, you will be accountable for people management, service delivery quality, utilization, and operational performance of a team of 20+ professionals. Your primary focus will be to build a scalable, engaged, and high-performing offshore managed services team that consistently delivers value to customers.

You will work closely with onshore delivery leads, account managers, and customers, ensuring alignment on priorities, SLAs, outcomes, and continuous improvement initiatives. In addition to people leadership, you will remain hands-on by contributing to delivery, advisory, or solutioning activities where applicable in the Managed Services Space.

Scope of work: Managed Services Delivery & Operations

• Lead and manage offshore ServiceNow managed services teams supporting multiple customers.
• Ensure consistent service delivery aligned with SLAs, KPIs, and customer expectations.
• Act as the offshore escalation point for delivery, quality, and operational challenges.
• Partner closely with onshore Service Delivery Managers to ensure seamless global delivery.
• Drive continuous improvement across service quality, productivity, and customer satisfaction.
• Ensure adherence to Plat4mation delivery standards, governance, and best practices.
• Own and manage resource scheduling across customer engagements and internal initiatives.
• Accountable for team utilization, billability, and capacity planning.
• Balance demand and supply across managed services contracts.
• Work with delivery and account leads to improve utilization and reduce idle time.
• Forecast capacity needs and proactively plan hiring or redeployment.
• Lead, coach, and mentor team members, fostering a high-performance and growth-oriented culture.
• Own the performance management cycle, including goal setting, feedback, and reviews.
• Identify skill gaps and drive targeted learning and development plans.
• Promote strong professional behaviour, accountability, and quality in deliverables.
• Drive employee engagement initiatives, team events, and a positive working environment.
• Encourage and enable knowledge sharing through brown bag sessions, gamification, and communities of practice.
• Support and reinforce the hybrid working culture.
• Build new capabilities within the team in collaboration with India leadership.
• Support recruiting initiatives aligned with managed services demand.
• Own onboarding and offboarding processes for team members.
• Manage Joiner-Mover-Leaver (JML) processes in coordination with HR and IT.
• Actively contribute to retention and talent development strategies.
• Define, manage, and track key performance indicators for the team.
• Own delivery outcomes including utilization, billability, attrition, service quality, and operational efficiency, while driving strong customer and employee satisfaction (CSAT, NPS, ESAT).
• Ensure governance on service delivery quality aligned with short- and long-term organizational goals.
• Contribute to business development through presales support, solutioning, and practice development.
• Lead local and global initiatives across GenAI adoption, automation and innovation, accelerators and reusable assets, capability building and learning, and knowledge management
• Support additional initiatives based on company priorities and growth objectives.

What We Ask

• Bachelor's or master's degree in a relevant field.
• 9 to 16 years of experience in a consulting or professional services environment.
• Minimum 23 years of experience managing teams in a people manager role.
• Proven growth path from developer/consultant to lead or manager.
• Strong experience in ServiceNow implementations and/or managed services.
• Experience across one or more ServiceNow domains such as: ITSM, ITOM, ITAM, CSDM, CMDB, HRSD, IRM, SecOps
• ServiceNow CIS certifications are a strong advantage.
• Experience managing projects, workstreams, or presales activities.
• Solid understanding of KPIs, utilization, project finance, and professional services models.
• Fluent in English with strong communication skills.
• Proficient with MS Office tools.
• A people-first leader who enjoys making others successful.
• Hands-on mindset with a balance of leadership and delivery.
• Highly analytical, empathetic, and collaborative.

What's in it for you

Competitive rewards: Attractive salary with performance-based bonuses.

Flexible, modern workplace: A dynamic, multicultural work environment.

Global, ambitious team: Collaborate with driven and supportive colleagues worldwide.

Career growth: A challenging role with strong personal and professional development

Strong team culture: Celebrate successes and enjoy inspiring team activities.

Our culture

At Plat4mation, we focus on channeling your passion to make a meaningful impact while ensuring that the journey is both rewarding and fun. We always go the extra mile to deliver on what we promise!

We are proud to be a diverse and inclusive company where everyone is encouraged to be their authentic selves. We welcome people from all backgrounds and we believe that our differences make us stronger and more innovative. Our team brings a wealth of perspectives and experiences, driving creativity and helping us to solve challenges in unique ways.

To keep this spirit alive, we host a variety of Fun4U activities throughout the year, including global hackathons, social gatherings, and inspiring lunch sessions that foster creativity and collaboration (check out our Instagram page!). Having fun together strengthens our bonds and fuels our collective success.

Your growth is our top priority at Plat4mation. We are dedicated to providing you with the space and support you need to thrive, both personally and professionally. We understand that continuous learning and development are key to our success as a company. That's why we offer on-the-job coaching and opportunities to explore and enhance your interpersonal skills, helping you to achieve your ambitions and contribute to our goals.

About Plat4mation

Plat4mation is a global ServiceNow Elite partner that makes work flow by maximizing the value of digital transformation and technology. By offering a comprehensive suite of advisory, implementation, and managed services solutions, the company helps its customers across the entire value chain.

Plat4mation has successfully enabled organizations across various industries to optimize operations and enhance productivity by leveraging its in-depth expertise across all ServiceNow workflows. It has earned several awards, including Global & EMEA ServiceNow Partner Awards.

Founded in 2013 and headquartered in Utrecht, the Netherlands, Plat4mation now has 500+ employees and 10 offices worldwide. Learn more at plat4mation.com.

Interested

Do you accept the challenge Do you think you fit the profile described above and have we made you enthusiastic Please send your CV and motivation letter to [Confidential Information] or apply directly by filling out the form below.