Job Summary

We are planning to hire a Senior Manager with strong ServiceNow and AI expertise to lead the offshore ServiceNow development team. This role is critical to support the growing portfolio of ServiceNow AI, and GenAI initiatives across the organization.

The Senior

Manager will oversee a team of 56 associates consisting of ServiceNow Technical Leads and Platform Leads, providing both strategic direction and operational leadership across enterprise platform initiatives. This role will be responsible for improving delivery execution, development velocity, governance alignment, operational stability, and AI adoption within the ServiceNow ecosystem.

Responsibilities

- Provide strategic leadership and operational oversight for the offshore ServiceNow development organization, driving enterprise ServiceNow, AI, and Generative AI initiatives.

- Lead ServiceNow Technical Leads and Platform Leads, ensuring high-quality delivery, platform governance, operational excellence, and accelerated AI adoption across the enterprise.

- This role will be responsible for improving delivery execution, development velocity, governance alignment, operational stability, and AI adoption within the ServiceNow ecosystem.

Qualifications

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. A master's degree is preferred.

- ServiceNow certifications such as: Certified System Administrator (CSA) Required; Certified Application Developer (CAD) Preferred; ServiceNow Implementation Specialist certifications Preferred; Certified Technical Architect (CTA) or equivalent advanced credentials.

- Advantageous AI/Cloud certifications related to Microsoft Azure, Azure AI, Microsoft Copilot, OpenAI, or other enterprise AI platforms are desirable.

Experience

- Minimum 12+ years of overall IT experience, including 7+ years of ServiceNow platform leadership and delivery experience.

- Minimum 35 years of people management experience, leading geographically distributed development and platform teams.





- Proven experience managing enterprise-scale ServiceNow programs, application development, platform operations, and strategic transformation initiatives.

- Demonstrated success leading large ServiceNow implementations across modules such as ITSM, ITOM, HRSD, CSM, SPM, App Engine, and IntegrationHub.

- Experience driving Agile delivery, platform governance, operational excellence, and continuous improvement initiatives.

- ServiceNow Technical Expertise: Strong understanding of ServiceNow platform architecture, application development, integrations, platform governance, and release management.

- Knowledge of ServiceNow upgrades, deployment processes, environment management, MID Servers, platform performance optimization, and operational support.

- Ability to partner with enterprise architects, business stakeholders, security teams, and platform owners to define and execute strategic roadmaps.

- AI GenAI Expertise: Proven experience leading AI-enabled transformation initiatives within ServiceNow or enterprise platforms.

- Familiarity with ServiceNow AI capabilities, including: Now Assist AI, Search, Predictive Intelligence, Virtual Agent, Intelligent Document Processing (IDP), GenAI-powered workflow automation.

- Experience evaluating, implementing, or governing AI and GenAI solutions using platforms such as Microsoft Copilot, Azure OpenAI, OpenAI services, or equivalent enterprise AI technologies.

- Understanding of AI governance, responsible AI practices, data security, risk management, and business value realization.

- Leadership Management Competencies: Demonstrated ability to lead and mentor teams of Technical Leads, Platform Leads, and senior engineers.

- Strong stakeholder management skills with the ability to influence senior business and technology leaders.

- Experience establishing delivery governance, performance metrics, resource planning, and operational controls.

- Proven ability to improve development velocity, quality, productivity, and customer satisfaction.

- Robust decision-making, conflict resolution, and organizational leadership skills.

📌 Servicenow - Platform Engineering and Support Professional (Hyderabad)
🏢 ADP Private
📍 Hyderabad