ServiceNow Manager

Your Job

We are seeking an innovative, forward-thinking Manager Operations ServiceNow to advance and implement key strategies in support of our vision.

This role will have the opportunity to join on the ground level and will play a critical part in helping build out the Koch Global Services India (KGSI) over the next several years. Working closely with global colleagues would provide significant global exposure to the employees.

Our Team

The KGS Enterprise Service Management (ESM) team is responsible for empowering Koch businesses to deliver effortless and highly valuable services in all shapes and forms via automation, workflows, and data through our primary platform, ServiceNow.

Our team continually strives to transform service delivery by means of people, process, and technology.

We must work as a global team, seek ways to breakdown silos, and leverage individual and team aptitudes to create a competitive advantage and exceptional value for our customers.

What You Will Do

Manage the day-to-day operations of the ServiceNow platform, ensuring it runs smoothly and efficiently. This includes monitoring system performance, managing upgrades, and troubleshooting issues.

Collaborate with stakeholders to identify opportunities for process improvements and automation within ServiceNow.

Implement best practices to streamline workflows and enhance productivity.

Lead a team of ServiceNow Support Engineers globally, providing guidance, support, and development opportunities. Foster a collaborative and high-performance team culture.

Work closely with Product owners to understand their needs and ensure that ServiceNow solutions are aligned with organizational goals.

Ensure that services delivered via the ServiceNow platform meet agreed-upon service levels.

Develop and monitor key performance indicators (KPIs) to assess service quality.

Provide on-going coaching and feedback by having honest discussion and trusted relationships with Leaders/team members to grow in potential to advance their skills.

Foster an environment that promotes knowledge development and learning (challenge, experimentation, knowledge networks, etc.), leading to business and personal transformation.

Identify, assess, and work to close gaps in each team members development areas to allow them to contribute at progressively higher levels.

Who You Are (Basic Qualifications)

10+ years of Experience leading IT/ Transformation projects.

Excellent communication, facilitation, negotiation, and coaching skills.

Problem-solving and conflict-resolution ability.

Strong decision making, critical thinking, organizational and analytical skills.

Strong people and stakeholder management experience.

Experience working in a multi-cultural environment with a diverse workforce.

Strong desire to own the Global Operations and career path direction of team.

What Puts You Ahead:

Experience in leading & driving global operations team.

Knowledge of ServiceNow and experience in handling teams in ServiceNow .