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Tier-1 employer and Bangalore location increase competition, though ServiceNow ITSM specialization narrows applicant pool.
ServiceNow and ITIL expertise is transferable across sectors but platform-specific skills increase sensitivity.
Explicit 8+ years, leadership plus mandatory ServiceNow and ITIL experience creates stringent shortlisting filters.
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Lead and develop an IT Service Management (ITSM) team focusing on ServiceNow platform implementation and operations.
Oversee ITSM processes including Incident, Problem, Change, Request, CMDB, and Knowledge Management using ITIL best practices.
Ensure compliance with IT policies, manage ServiceNow platform performance, track KPIs and SLAs, and act as escalation point to resolve ITSM issues.
8+ years experience in IT Service Management with 2–3 years in leadership role.
Hands-on experience with ServiceNow or similar ITSM platforms including implementation and configuration.
Solid understanding of ITIL practices or equivalent experience.
ITIL Foundation or higher certification or equivalent practical experience preferred but not explicitly mandatory.
Experienced ITSM leader with proven ability to manage and grow multidisciplinary teams (analysts, developers, administrators).
Strong operational focus on ITSM processes aligned to business needs with a technical proficiency in ServiceNow platform management.
Effective communicator capable of translating technical ITSM details to diverse stakeholders and driving cross-team collaboration in dynamic environments.