Job Title

Manager, Software DevelopmentJob 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 robust relationships with internal teams and senior leaders by communicating effectively and translating technical details into clear, 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.
- Familiarit

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