Job Title
Manager, Software Development
Job Summary
We are looking for an experienced People Manager to lead our IT Service Management (ITSM) team, with a focus on ServiceNow platform implementation and operations. In this role, you will guide and support a team of ITSM specialists, collaborate with stakeholders, and ensure the successful delivery of IT services aligned to business goals.
Key Responsibilities
Guide and develop an inclusive ITSM team (analysts, developers, administrators) through coaching and regular feedback sessions.
Promote a culture of collaboration, continuous learning, and accountability.
Oversee ITSM processes such as Incident, Problem, Change, Request, Configuration Management Database (CMDB), and Knowledge Management.
Apply ITIL (Information Technology Infrastructure Library) best practices and drive process improvements.
Provide oversight for the ServiceNow platform, including design, configuration, maintenance, and optimization.
Ensure compliance with IT policies, security, and regulatory requirements while tracking key performance indicators (KPIs)



and service level agreements (SLAs).
Maintain strong relationships with internal teams and senior leaders by communicating effectively and translating technical details into transparent, accessible language.
Serve as an escalation point for ITSM-related issues and drive resolution collaboratively.
Required Qualifications
8+ years in IT Service Management with at least 2–3 years in a leadership role.
Hands-on experience with ServiceNow or similar ITSM platforms (implementation, configuration, management).
Solid understanding of ITIL practices or equivalent experience.
Ability to collaborate effectively across teams and locations in a dynamic environment.
Strong communication and organizational abilities.
Preferred Qualifications
ITIL Foundation or higher certification (or equivalent practical experience).
ServiceNow Administrator or related certifications.
Familiarity with Agile or DevOps methodologie

📌 Manager, Software Development (Bengaluru)
🏢 Amadeus
📍 Bengaluru