Track Manager - ServiceNow, IT Service Management

Experience: 10 to Not Available years

Location: Chennai, India

Skills: ServiceNow, ITSM, ITIL, Leadership, Decision-making

Job Summary
The ServiceNow Platform Team Lead is responsible for overseeing the end‑to‑end delivery, governance, and strategic direction of the ServiceNow platform across the organization. The role combines strong technical expertise with people leadership and delivery ownership, ensuring that platform services are reliable, scalable, and aligned with business and IT strategy.
This position leads and manages L2 and L3 ServiceNow resources, handling capacity planning, task allocation, performance management, and quality assurance. The Team Lead serves as the primary escalation point for complex delivery and production issues, while driving platform upgrades, roadmap execution, and continuous improvement initiatives in line with ITIL best practices and architectural standards.
Working closely with business stakeholders, the ServiceNow Team Lead manages demand, expectations, and delivery outcomes, while also supporting audit, compliance, and reporting requirements. The role plays a critical part in maintaining platform reliability, governance, and long‑term value through effective leadership, stakeholder engagement,



and disciplined service delivery.

Key Responsibilities
Lead and manage ServiceNow L2 and L3 resources, including task allocation and performance management.
• Own end-to-end ServiceNow delivery, timelines, prioritization, and quality assurance.
• Serve as the primary escalation point for ServiceNow delivery and production issues.
• Drive ServiceNow roadmap, upgrades, governance, and continuous improvement initiatives.
• Ensure adherence to development standards, architecture guidelines, and ITIL best practices.
• Engage with business stakeholders to manage demand, expectations, and delivery outcomes.
• Support audits, compliance requirements, and service reporting.

Skill Requirements
10+ years of ServiceNow platform experience with team leadership responsibilities.
• Strong hands-on background in ServiceNow ITSM and platform administration.
• Experience managing delivery governance, quality, and stakeholder communication.
• Strong understanding of ITIL processes and ServiceNow best practices.
• Excellent leadership, communication, and decision-making skills.

Other Requirements
ITIL Certified, Fluent in Communication

📌 Track Manager ServiceNow, IT Service Management (Chennai)
🏢 HCL Technologies
📍 Chennai