Lead the operations and support management for a ServiceNow platform within a large enterprise client environment. This role is crucial for overseeing service delivery, production support, major incident resolution, and ensuring seamless client communication. The ideal candidate thrives in high-pressure scenarios, particularly during critical incidents, and excels at fostering strong client relationships.

Take ownership of end-to-end service delivery and operational performance for the ServiceNow platform. Manage production incidents, service disruptions, and critical client escalations. Serve as the primary point of contact during Major Incidents, coordinating technical teams and communicating with executive stakeholders. Drive Root Cause Analysis (RCA) and ensure corrective actions are implemented. Oversee production changes, releases, and deployments to mitigate operational risks. Manage support team schedules, on-call rotations, and resource allocation. Monitor SLA/KPI performance and implement continuous service improvements. Conduct operational governance meetings and present performance reports to clients. Collaborate with development, infrastructure, and business teams to maintain service stability and delivery excellence. Cultivate robust client relationships and proactively manage expectations.

A minimum of 6-8 years in IT, with at least 3 years focused on Service Delivery, Application Support, or Managed Services. Prior experience supporting ServiceNow or enterprise ITSM platforms is essential. A solid grasp of Incident, Problem, Change, and Release Management processes is required. Proven ability to manage Major Incidents and client escalations, along with experience managing support teams and operational governance, is crucial. Strong stakeholder management, communication, and presentation skills are necessary. The candidate must demonstrate effectiveness in high-pressure, business-critical situations. Familiarity with ITIL processes and service management best practices is expected.