ServiceNow Operations Lead - TSM/OMT
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 1d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 1d ago
The date the source published, not the day we noticed it (2026-09-30). Last seen at its source 4h ago.
We have tracked this listing since 30 Sep 2026 (1 days). The employer's own board has carried it every time we have read it, most recently 4 hours ago.
Is it remote?
India - Remote
That is the location the employer filed this posting under. Quoted as written — we do not re-word the source's own location.
Who may apply?
India
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay A$1,650–2,250/mo
Middle 50% of 17 listings that do state pay — Operations · all levels · APAC · AUD/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
greenhouse employer's own board first seen 1d ago · last seen 4h ago
The listing
Why Us
NewRocket is the AI-first Elite ServiceNow Partner that activates real value on the Now Platform. As a trusted advisor to enterprise leaders, we combine industry expertise, human-centered design, and enterprise-grade AI to help organizations navigate change and scale with confidence.With two decades of experience guiding clients to realize the full potential of the ServiceNow AI Platform, we are one of the largest pure-play ServiceNow partners, uniquely focused on enabling enterprises to adopt AI they trust—AI that delivers lasting business value.
We #GoBeyondWorkflows to create new kinds of experiences for our customers.
Our Approach to Work
At NewRocket, people are not just the backbone; they're the heartbeat. We champion diversity, celebrate creativity, and embrace the uniqueness each person brings to the table. Here, it's not just about a job; it's about fostering a healthy work-life balance, creating a culture that thrives on collaboration and innovation, and supporting professional growth for individuals and teams.
We believe in creating meaningful experiences, not just for our clients but for every member of our crew. Your voice matters, your growth matters, and you matter. Join us for a journey where your uniqueness is not only recognized but celebrated, and together, let's create something extraordinary!
Role Overview
We are looking for an experienced ServiceNow Operations Lead to manage and lead day-to-day operations and support for ServiceNow-based telecom processes. The role requires a strong understanding of the ServiceNow platform, telecom operations, IT/service management processes, SLA governance, and operational performance management.
The Operations Lead will work closely with business stakeholders, ServiceNow teams, operations teams, and customer teams to ensure stable, efficient, and SLA-compliant service delivery.
Key Responsibilities
ServiceNow Platform & Operations
- Lead day-to-day operations and support for ServiceNow-based processes and workflows.
- Demonstrate working knowledge of ServiceNow modules, workflows, cases, incidents, requests, tasks, and related operational processes.
- 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.
Telecom Process Operations (Preferable)
- Understand telecom business and operational processes, preferably across Order Management, Service Fulfillment, Provisioning, Activation, Assurance, and Inventory.
- Manage operational workflows and exceptions within telecom processes.
- Work with business and technical teams to identify process gaps, operational risks, and improvement opportunities.
- Ensure effective handling of process fallouts, exceptions, escalations, and customer-impacting issues.
SLA & Performance Management
- Own day-to-day SLA monitoring and governance across operational processes.
- Track SLA adherence, backlog, aging, turnaround time, productivity, and quality metrics.
- Establish appropriate escalation mechanisms for SLA risks and breaches.
- Conduct regular operational reviews and provide actionable insights to stakeholders.
- Drive corrective and preventive actions to improve SLA compliance and operational performance.
Operations & Team Management
- Lead and coordinate the operations team responsible for ServiceNow-based processes.
- Manage workload allocation, priorities, shift coverage, and operational escalations.
- Establish standard operating procedures, controls, and governance mechanisms.
- Ensure effective knowledge management, documentation, and operational readiness.
- Support transition of new processes/services into steady-state operations.
- Identify opportunities for automation, standardization, and process optimization.
Stakeholder Management
- Act as the primary operations interface for customer and internal stakeholders.
- Conduct regular service reviews and communicate operational performance, risks, issues, and improvement plans.
- Coordinate with ServiceNow developers, architects, telecom SMEs, business teams, and customer stakeholders.
- Manage critical incidents and escalations through timely communication and structured resolution.
Required Skills & Experience
- 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.