Job descriptionCompany and benefits Job IDMGRIN017217 Employment TypeRegular Work Stylehybrid LocationBangalore INKA India TravelUp to 25 RoleMgr Information Systems Engineering Why UKG At UKG the work you do matters The code you ship the decisions you make and the care you show a customer all add up to real impact Today tens of millions of workers start and end their days with our workforce operating platform Helping people get paid grow in their careers and shape the future of their industries That s what we do We never stop learning We never stop challenging the norm We push for better and we celebrate the wins along the way Here you ll get flexibility that s real benefits you can count on and a team that succeeds together Because at UKG your work matters and so do you Position Overview We are seeking a dynamic and experienced Manager IT Service Operations to lead our enterprise IT Service Management and ServiceNow operations team This role is pivotal in ensuring seamless incident and request handling driving operational excellence and evolving ITSM processes to meet the demands of a rapidly changing technology and business landscape The manager will oversee the scaling of our ITSM platform enable adoption of new ServiceNow modules and guide the integration of observability frameworks into enterprise operations Beyond technical expertise this role requires strong leadership coaching and stakeholder management skills to align ITSM practices with enterprise priorities and foster a culture of continuous improvement Key Responsibilities Manage the ServiceNow operations team responsible for incident management request fulfillment and demand handling Ensure platform stability scalability and alignment with enterprise needs Oversee adoption and integration of new ServiceNow modules e g Workplace Service Delivery Enterprise Architecture Integrated Risk Management Lead and mature ITSM processes including Major Incident Management Problem Management and Change Management Establish and monitor Service Level Objectives SLOs to ensure consistent service delivery Drive process improvements to enhance efficiency reduce risk and improve customer satisfaction Champion operational excellence initiatives across the enterprise enabling ITSM tools and practices to adapt to evolving technologies and operating models Collaborate with cross-functional teams to align ITSM practices with enterprise transformation programs Support the implementation of observability frameworks and toolsets ensuring seamless integration with ITSM processes Coach mentor and develop team members to build a high-performing ITSM operations function Navigate complex stakeholder networks balancing priorities across IT business units and enterprise initiatives Communicate effectively with executives translating technical insights into business outcomes Qualifications Bachelor s degree in Computer Science Information Technology or related field advanced degree preferred 10 years of experience in IT Service Management with at least 5 years in a leadership role Proven experience managing ServiceNow operations and ITSM processes in a large enterprise setting Deep understanding of ITSM frameworks ITIL v4 preferred and their practical application Hands-on experience with ServiceNow modules including ITSM WSD EA IRM and integrations with observability tools Strong knowledge of incident problem and change management processes Demonstrated ability to lead coach and inspire diverse teams Excellent communication and stakeholder management skills with the ability to influence at executive levels Strong analytical and decision-making skills with a focus on operational maturity and continuous improvement Preferred Certifications ITIL v4 Certification ServiceNow System Administrator or Implementation Specialist certifications Additional certifications in observability or enterprise architecture tools are a plus Company Overview UKG is the Workforce Operating Platform that puts workforce understanding to work With the world s largest collection of workforce insights and people-first AI our ability to reveal unseen ways to build trust amplify productivity and empower talent is unmatched It s this expertise that equips our customers with the intelligence to solve any challenge in any industry because great organizations know their workforce is their competitive edge Learn more at ukg com UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace including the recruitment process Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process please email UKGCareers ukg com NOTICE ON HIRING SCAMS UKG will never ask you for a copy of your driver s license social security card or passport during a job inter ABOUT OUR JOB DESCRIPTIONS All job descriptions are written to accurately reflect the open job and include general work responsibilities They do not present a comprehensive detailed inventory of all duties responsibilities and qualifications required for the job Management reserves the right to revise the job or require that other or different tasks be performed if or when circumstances change

📌 Mgr Information Systems Engineering (Karnataka)
🏢 Ukg
📍 Karnataka