Director - SN & Ent. Tools Operations Excellence
GSK (company site, opens in a new tab)18+ yrsBengaluruOn-siteDirect career pageEst. 45–85 LPA
Posted 19h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead operational stability, availability, and compliance for ServiceNow Platform & Enterprise Tools, acting as primary escalation point for platform issues.
- Govern ITSM processes (incident, problem, change, release, configuration) ensuring adherence to policies and measurable performance outcomes.
- Collaborate with Product Owners, architects, engineering, and service teams to ensure operational readiness, safe deployments, and continuous improvement through monitoring and root cause analysis.
Minimum Requirements
- Bachelor's or Master's degree in Computer Science, IT, Systems Engineering, or equivalent experience.
- Typically 18+ years in platform operations, service management, or technical delivery in complex environments.
- Proven experience managing ITSM processes and operational KPIs for multi-platform environments including ServiceNow.
- Certifications such as ITIL, Agile/Scrum, Service Management, or DevOps Foundations highly desirable.
Ideal Candidate Profile
- Experienced senior leader with deep knowledge of ServiceNow platform operations and ITSM governance within complex, multi-platform enterprises.
- Strong track record of leading cross-functional teams and managing third-party vendors/MSPs to maintain high-quality operational support and compliance.
- Demonstrated ability to drive operational discipline through analytical problem solving, root cause analysis, and continuous performance improvement initiatives.