ServiceNow Operations Lead – TSM/OMT
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Job Description
ServiceNow Operations Lead managing telecom workflows, SLA governance, and operations teams for NewRocket, an AI-first Elite ServiceNow Partner. Driving stable, efficient, customer-focused service delivery.
Responsibilities:
- Lead day-to-day operations and support for ServiceNow-based telecom processes and workflows
- Monitor platform and process performance and ensure timely resolution of operational issues
- Coordinate with ServiceNow technical teams on defects, enhancements, integrations, and automation opportunities
- Identify recurring issues and drive root-cause analysis and permanent corrective actions
- Manage telecom operational workflows, exceptions, fallouts, escalations, and customer-impacting issues
- Own SLA monitoring and governance across operational processes
- Track SLA adherence, backlog, aging, turnaround time, productivity, and quality metrics
- Establish escalation mechanisms for SLA risks and breaches
- Conduct operational reviews and provide actionable insights to stakeholders
- Drive corrective and preventive actions to improve SLA compliance and performance
- Lead and coordinate the operations team, including workload allocation, priorities, shift coverage, and escalations
- Establish standard operating procedures, controls, and governance mechanisms
- Ensure knowledge management, documentation, and operational readiness
- Support transition of new processes and services into steady-state operations
- Identify automation, standardization, and process optimization opportunities
- Act as the primary operations interface for customer and internal stakeholders
- Conduct service reviews and communicate performance, risks, issues, and improvement plans
- Coordinate with developers, architects, telecom SMEs, business teams, and customer stakeholders
- Manage critical incidents and escalations through timely communication and structured resolution
Requirements:
- 5+ years of experience in IT/telecom operations, service management, or managed services
- Strong working knowledge of the ServiceNow platform and ServiceNow-based operational processes
- Good understanding of telecom business processes and service operations
- Strong experience in SLA, KPI, incident, problem, escalation, and performance management
- Experience managing operations teams in a 24x7 or SLA-driven environment
- Strong analytical and problem-solving skills
- Experience in stakeholder management and customer-facing operations
- Good understanding of ITIL/service management principles
- Strong communication, presentation, and reporting skills
- Ability to work across business, operations, and technology teams
- ServiceNow certification such as CSA, CIS, or relevant ServiceNow specialization preferred
- Telecom domain experience with Order Management, Service Fulfillment, Provisioning, Activation, Assurance, or Inventory preferred
- Experience with ServiceNow CSM, ITSM, FSM, Telecom Service Management (TSM), or related modules preferred
- Experience with operational dashboards, reporting, and tools such as Power BI preferred
- Experience in process improvement, automation, and operational transformation preferred
- Experience managing transitions from implementation/project teams into steady-state operations preferred
Benefits:
- Healthy work-life balance
- Collaborative and innovative culture
- Professional growth support
- Diversity and inclusion commitment
- Equal opportunity workplace
- Disability accommodation support
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