ServiceNow Platform Managed Services AD / Director - Managed Services

About the Role

We are seeking an experienced ServiceNow Platform Managed Services AD / Director to oversee the delivery and operations of ServiceNow managed services for a key client engagement. This role will be responsible for driving platform stability, ensuring compliance with client SLAs and KPIs, leading release management and upgrades, and embedding a continuous improvement culture. The ideal candidate will bring expertise in automation, AI, and agentic use cases to enhance service delivery and customer satisfaction.

Key Responsibilities

• Service Delivery & Governance
  • Lead and manage the end-to-end ServiceNow managed services engagement.
  • Ensure consistent achievement of client SLAs and KPIs across incidents, requests, changes, and enhancements.
  • Establish and maintain robust governance and reporting frameworks with the client.
  • Experience in managing a hybrid operations team onsite and offshore.
• Platform Management
  • Oversee ServiceNow platform operations, ensuring high availability, resilience, and compliance.
  • Lead release management, upgrades, and patching cycles while minimizing service disruption.
  • Ensure adherence to ServiceNow best practices, security standards, and compliance requirements.
• Customer Success & Relationship Management
  • Act as the primary point of contact for client stakeholders on platform performance and service delivery.
  • Drive customer satisfaction (CSAT) through proactive communication, service quality, and issue resolution.
  • Build and maintain strong executive-level client relationships.
• Continuous Improvement & Innovation
  • Define and execute a continuous improvement roadmap focused on efficiency, automation, and AI enablement.
  • Identify, design, and implement agentic use cases to enhance end-user and support team productivity.
  • Leverage analytics and insights to improve processes and reduce operational costs.
• Team Leadership
  • Lead and mentor the ServiceNow managed services team, fostering a high-performance and client-centric culture.
  • Collaborate with cross-functional teams (e.g., Cloud, Data, Security, SAP,) to deliver integrated services.

Qualifications & Experience

• 12- 15 years of IT service delivery/managed services experience, with at least 5 years focused on ServiceNow platform leadership.
• Strong understanding of ServiceNow modules including ITSM, ITOM, HRSD, and platform capabilities.
• Proven track record in managing SLAs, KPIs, governance frameworks, and client success.
• Hands-on experience in release management, upgrades, and platform optimization.
• Familiarity with automation frameworks, AI/ML integrations, and GenAI/agentic use cases.
• Strong stakeholder management, executive communication, and problem-solving skills.
• ITIL certification required; ServiceNow certifications preferred.

Key Attributes

• Client-focused mindset with a drive to exceed expectations.
• Strategic thinker with a strong execution focus.
• Passionate about leveraging automation and AI for service excellence.
• Strong leadership, influencing, and team development skills.