Job Opportunities API

About the Role Our India organization is rapidly expanding to meet growing market demand. We are looking for an experienced ServiceNow Managed Services Manager – Offshore who is first and foremost a strong people leader , with a deep understanding of managed services delivery, operational excellence, and customer success . In this role, you will lead and manage a high-performing offshore team of ServiceNow professionals, including technical consultants, functional consultants, and DevOps engineers , supporting global customers as part of a distributed delivery model. If you are delivery-oriented, passionate about developing people, and thrive in a managed services environment, this could be a natural next step in your leadership journey. What Will You Do? As a ServiceNow Managed Services Manager , you will be accountable for people management, service delivery quality, utilization, and operational performance of a team of 20+ professionals. Your primary focus will be to build a scalable, engaged, and high-performing offshore managed services team that consistently delivers value to customers. You will work closely with onshore delivery leads, account managers, and customers , ensuring alignment on priorities, SLAs, outcomes, and continuous improvement initiatives. In addition to people leadership, you will remain hands-on by contributing to delivery, advisory, or solutioning activities where applicable in the Managed Services Space. Key Responsibilities Managed Services Delivery & Operations • Lead and manage offshore ServiceNow managed services teams supporting multiple customers. • Ensure consistent service delivery aligned with SLAs, KPIs, and customer expectations. • Act as the offshore escalation point for delivery, quality, and operational challenges. • Partner closely with onshore Service Delivery Managers to ensure seamless global delivery. • Drive continuous improvement across service quality, productivity, and customer satisfaction. • Ensure adherence to Plat4mation delivery standards, governance, and best practices. Scheduling, Utilization & Chargeability • Own and manage resource scheduling across customer engagements and internal initiatives. • Accountable for team utilization, billability, and capacity planning . • Balance demand and supply across managed services contracts. • Work with delivery and account leads to improve utilization and reduce idle time. • Forecast capacity needs and proactively plan hiring or redeployment. People, Performance & Knowledge Management • Lead, coach, and mentor team members, fostering a high-performance and growth-oriented culture. • Own the performance management cycle , including goal setting, feedback, and reviews. • Identify skill gaps and drive targeted learning and development plans. • Promote strong professional behaviour, accountability, and quality in deliverables. • Drive employee engagement initiatives, team events, and a positive working environment. • Encourage and enable knowledge sharing through brown bag sessions, gamification, and communities of practice. • Support and reinforce the hybrid working culture. • Build new capabilities within the team in collaboration with India leadership. Recruiting, Onboarding & Employee Lifecycle • Support recruiting initiatives aligned with managed services demand. • Own onboarding and offboarding processes for team members. • Manage Joiner-Mover-Leaver (JML) processes in coordination with HR and IT. • Actively contribute to retention and talent development strategies. Objectives, KPIs & Governance • Define, manage, and track key performance indicators for the team. • Own outcomes related to: • Utilization and billability • Attrition / churn • Service quality and operational efficiency • Influence customer and employee satisfaction metrics: • CSAT / NPS • ESAT • Ensure governance on service delivery quality aligned with short- and long-term organizational goals. • Contribute to business development through presales support, solutioning, and practice development. Strategic & Innovation Initiatives • Lead and own local and global initiatives, including: • GenAI adoption and use cases • Automation and innovation initiatives • Development of accelerators and reusable assets • Capability building and learning programs • Knowledge management initiatives • Support additional initiatives based on company priorities and growth objectives. What We Ask • Bachelor’s or Master’s degree in a relevant field. • 9 to 16 years of experience in a consulting or professional services environment. • Minimum 2–3 years of experience managing teams in a people manager role. • Proven growth path from developer/consultant to lead or manager. • Strong experience in ServiceNow implementations and/or managed services. • Experience across one or more ServiceNow domains such as: • ITSM, ITOM, ITAM, CSDM, CMDB, HRSD, IRM, SecOps • ServiceNow CIS certifications are a strong advantage. • Experience managing projects, workstreams, or presales activities. • Solid understanding of KPIs, utilization, project finance, and professional services models. • Fluent in English with strong communication skills. • Proficient with MS Office tools. • A people-first leader who enjoys making others successful. • Hands-on mindset with a balance of leadership and delivery. • Highly analytical, empathetic, and collaborative.