Your role

Mission

The ServiceNow Team Leader is responsible for leading the ServiceNow team, ensuring high-quality delivery of ITSM solutions, and developing strong technical and functional competence within the team. This role ensures that the ServiceNow platform supports global IT operations effectively, meets business needs, and continuously evolves with best practices as aligned with Global IT Hub strategy.

1. Team Leadership & People Management

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Lead and mentor ServiceNow administrators and developers.

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Manage daily operations, task assignments, and performance reviews.

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Build a culture of teamwork, accountability, and continuous learning.

2. Delivery & Operational Excellence

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Ensure timely, high‑quality delivery of ServiceNow projects and enhancements.

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Oversee full request lifecycle from requirements to deployment.

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Monitor SLAs, backlog, and sprint progress while enforcing governance and best practices.

3. ServiceNow Platform Management

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Maintain platform stability, performance, and issue resolution.

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Manage ITSM modules (Incident, Problem, Change, Request,



CMDB, Knowledge, Catalog).

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Coordinate upgrades, patches, and recent module rollouts.

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Ensure CMDB accuracy, service mapping, and compliance with security standards.

4. Competence Development & Capability Building

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Identify skill gaps and plan training interventions.

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Promote learning in ServiceNow, scripting, automation, and ITIL.

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Develop best practices, reusable components, and knowledge articles.

5. Stakeholder & Communication Management

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Act as escalation point for ServiceNow issues and solution design.

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Collaborate with IT teams, process owners, and business stakeholders.

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Provide clear communication on timelines, risks, and performance.

6. Continuous Improvement & Innovation

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Streamline processes and enhance user experience.

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Drive automation, integrations, and adoption of self‑service tools.

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Advance ITSM maturity using ITIL frameworks and analytics.

To

📌 Team Lead (India)
🏢 Atlas Copco
📍 India