The ServiceNow Operational Manager acts as the customer-side owner for ServiceNow RUN services, governing supplier delivery, ensuring operational stability, driving continuous improvements, and safeguarding technically sound outcomes for critical incidents, tasks, and changes.
Sii ensures that all employment-related decisions are made solely on the basis of qualifications and competencies. We are committed to equal treatment of all individuals, regardless of any protected characteristics, and promoting a diverse and inclusive work environment.
Your tasks
- Governing the ServiceNow delivery partner and overseeing RUN operations against agreed SLAs, KPIs, and commitments
- Identifying delivery delays, risks, and quality gaps, and driving corrective actions with clear accountability
- Managing operational and technical escalations to ensure timely and effective resolution
- Leading weekly operational and stakeholder governance meetings with structured reporting and outcomes
- Driving continuous improvement initiatives and working with partners to implement agreed enhancements
- Conducting retrospectives on major incidents, changes, and deliveries and sharing lessons learned
- Ensuring critical incidents, tasks, and changes are delivered with robust, sustainable technical solutions
- Validating solution quality, operational readiness, and adherence to ServiceNow and ITIL best practices
- Providing transparent reporting on operational performance, risks, improvements, and value delivered
Requirements
- At least 5 years of ServiceNow experience in operations, governance, or platform management roles
- 8–12 years of overall IT experience with exposure to service management
- Strong experience with supplier-led delivery models and operational governance
- Expertise in ITIL v4 processes and Service Operations
- Strong functional knowledge of ServiceNow ITSM, HRSD, and CSM
- Mandatory integration knowledge, including APIs, middleware, and system dependencies
- Proven ability to manage escalations and senior stakeholder communications
- Experience leading and managing large or distributed teams
- Strong analytical, problem-solving, and continuous improvement mindset
Nice-to-have requirements
- ITIL® 4 Foundation Certificate
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist – ITSM
- ServiceNow Certified Implementation Specialist – CSM or HRSD
