ServiceNow Operations Lead - TSM/OMT

The role

The ServiceNow Operations Lead manages day-to-day operations and support for ServiceNow-based telecom processes. This role involves leading operations teams, monitoring platform performance, and ensuring SLA compliance.

What you will do

• Lead day-to-day operations and support for ServiceNow-based processes and workflows.
• Monitor platform/process performance and ensure timely resolution of operational issues.
• Coordinate with ServiceNow technical teams for defects, enhancements, integrations, and automation opportunities.
• Identify recurring issues and drive root-cause analysis and permanent corrective actions.
• Manage operational workflows and exceptions within telecom processes.
• Own day-to-day SLA monitoring and governance across operational processes.
• Lead and coordinate the operations team responsible for ServiceNow-based processes.
• Manage workload allocation, priorities, shift coverage, and operational escalations.
• Act as the primary operations interface for customer and internal stakeholders.
• Manage critical incidents and escalations through timely communication and structured resolution.

Required qualifications

• 5+ years of experience in IT/telecom operations, service management, or managed services.
• Strong working knowledge of the ServiceNow platform and ServiceNow-based operational processes.
• Good understanding of telecom business processes and service operations.
• Strong experience in SLA, KPI, incident, problem, escalation, and performance management.
• Experience managing operations teams in a 24x7 or SLA-driven environment.
• Strong analytical and problem-solving skills with the ability to identify trends and operational risks.
• Experience in stakeholder management and customer-facing operations.
• Good understanding of ITIL/service management principles.
• Strong communication, presentation, and reporting skills.
• Ability to work across business, operations, and technology teams.

Nice to have

• ServiceNow certification such as CSA, CIS, or relevant ServiceNow specialization
• Telecom domain experience with Order Management, Service Fulfillment, Provisioning, Activation, Assurance, or Inventory
• Experience with ServiceNow CSM, ITSM, FSM, Telecom Service Management (TSM), or related modules
• Experience with operational dashboards, reporting, and tools such as Power BI
• Experience in process improvement, automation, and operational transformation.
• Experience managing transitions from implementation/project teams into steady-state operations.

About the company

NewRocket is an AI-first Elite ServiceNow Partner that helps organizations navigate change and scale with the Now Platform. They are one of the largest pure-play ServiceNow partners.