Manager

• ServiceNow Manager must have prior experience in Client Facing Solution Architect role. 

• Candidates should have prior working experience in ServiceNow Implementation projects only (Not enhancements, Managed services)

• Minimum 10 years of IT experience with at least 7 years specifically in ServiceNow implementation and transformation projects (excludes managed services or enhancement projects).

• Extensive hands-on experience in designing and developing multiple ServiceNow applications such as ITSM, GRC, SecOps, HRSD, CSM etc.

• Strong leadership skills with proven experience in managing complex, multi-stakeholder ITSM or other process deployments.

• Deep understanding of ITIL framework and other IT management tools

• Demonstrated success in delivering projects using agile methodologies, preferably in a scrum-based environment.

• Solid knowledge of ServiceNow integration frameworks and APIs.

• Demonstrated ability to work effectively under pressure and meet demanding deadlines.

• Exceptional verbal, written communication, and presentation skills with the ability to lead teams and work collaboratively.

• Strategic thinker capable of setting goals, driving team initiatives, and fostering high-performance teams.

• Proactive in practice building through business development support, talent acquisition, and innovation.

Responsibilities

• The ServiceNow manager will join the high performing ServiceNow implementation team, this team works only on ServiceNow implementation & transformation projects

• Lead a team of 7-10 key members in successfully implementing ServiceNow applications tailored to client requirements across diverse industries.

• Design and architect complex technical solutions on the ServiceNow platform, aligning with client business needs across IT and enterprise functions.

• Actively participate as a Senior Solution Architect and hands-on contributor in critical implementation tasks when needed.

• Champion innovation initiatives by identifying and implementing novel automation solutions and best practices to improve efficiency and system effectiveness.

• Manage overall team performance including coaching, mentoring, career development, and talent retention aligned with KPMG frameworks.

• Support sales and pre-sales activities by collaborating with business development teams—crafting proposals, demonstrating technical capabilities, and participating in client presentations.

• Lead and contribute to practice development efforts including hiring, resource planning, rewards, and recognition programs.

• Drive a chosen practice development focus area such as innovation, pre-sales enablement, talent acquisition, or resource management.

• Foster a collaborative environment, enabling knowledge sharing and continuous improvement across teams.

• Ensure adherence to agile methodologies, driving projects within scrum teams under time-sensitive conditions.

• Interface with multiple stakeholders, managing expectations, and ensuring transparent communication throughout project lifecycle.

Qualifications

Must-Have Certifications

• Certified System Administrator (Mandatory) 

• CIS (Certified Implementation specialist (Preferred)

• ITIL Certifications (desired)

• Scrum master (Preferred)

Experience & Background 

• B-Tech/BCA/MCA/MBA

• 10+ years of IT industry experience.