The ServiceNow Operations Team Lead is responsible for overseeing and managing the ServiceNow platform’s daily operations, ensuring its stability, security, and readiness for audits. This role involves both technical and leadership responsibilities to maintain the platform’s performance and integrity.

• Implement technology delivery strategy for business systems, platforms, and processes for a particular Business domain / Function. Partner with senior business customers and TT Strategic Business Partners for demand analysis, solution proposal/evaluation, and funding estimates.
• Partner with business partners to ensure Technology Service/Solutions Delivery teams deliver products according to strategy with reuse across other areas. Ensure on time, within budget, compliant, secure, and quality delivery of portfolio for responsible function / service area.
• Ensure services, solutions, platforms, products are fit for purpose and achieve the desired business value and impact. Run efficient DevOps for platforms, products, or systems ensuring availability and optimal performance for responsible function / service area.
• Establish governance structure for projects, operations, etc. with right customer representation. Track, report, and deliver against agreed success factors and KPIs for various customers for responsible function / service area. Follow industry trends and emerging practices to drive agility, speed, efficiency, and effectiveness. Ensure the overall user experience is considered when designing & deploying new solutions and services.
• Ensure alignment to Security and Compliance policies and procedures. Monitor and proactively manage the ServiceNow platform to ensure high availability and optimal performance. Troubleshoot and resolve any platform-related issues or outages promptly. Implement best practices to prevent system downtime and performance degradation.
• Collaborate with the platform & security teams to ensure the ServiceNow platform adheres to security standards and policies. Manage security controls, such as role-based access control, data encryption, and vulnerability assessments. Prepare the platform for audits, maintaining a secure and compliant environment. Lead a team of ServiceNow L3 and L2 consultants, administrators, and support staff.
• Coordinate and oversee the deployment of ServiceNow changes, updates, and enhancements. Manage and prioritize incident resolution and problem-solving efforts. Maintain and enhance ServiceNow configurations, workflows, and integrations as needed. Ensure that ServiceNow remains aligned with business requirements and objectives.
• Maintain comprehensive documentation for ServiceNow configurations, procedures, and incident resolutions. Collaborate with ServiceNow vendors and external partners to leverage their expertise and resources.

• Bachelor’s degree in a related field (Computer Science, Information Technology, etc.) is preferred.
• 10-15 years of relevant experience in IT operations, with a minimum of 5 years of experience in ServiceNow administration.
• ServiceNow certifications, such as Certified System Administrator (CSA) or Certified Implementation Specialist (CIS), are mandatory.
• Strong leadership and team management skills. In-depth knowledge of IT service management (ITSM) and ITIL processes.
• Excellent problem-solving and analytical abilities.
• Strong communication and collaboration skills.
• Proficiency in ServiceNow development, scripting, and customization.
• Knowledge of database management and integration technologies