Managed Services Manager

About the Role

Our India organization is rapidly expanding to meet growing market demand. We are looking for an experienced ServiceNow Managed Services Manager – Offshore who is first and foremost a strong people leader, with a deep understanding of managed services delivery, operational excellence, and customer success.

In this role, you will lead and manage a high-performing offshore team of ServiceNow professionals, including technical consultants, functional consultants, and DevOps engineers, supporting global customers as part of a distributed delivery model. If you are delivery-oriented, passionate about developing people, and thrive in a managed services environment, this could be a natural next step in your leadership journey.

What Will You Do?

As a ServiceNow Managed Services Manager, you will be accountable for people management, service delivery quality, utilization, and operational performance of a team of 20+ professionals. Your primary focus will be to build a scalable, engaged, and high-performing offshore managed services team that consistently delivers value to customers.

You will work closely with onshore delivery leads, account managers, and customers, ensuring alignment on priorities, SLAs, outcomes, and continuous improvement initiatives. In addition to people leadership, you will remain hands-on by contributing to delivery, advisory, or solutioning activities where applicable in the Managed Services Space.

Key Responsibilities

Managed Services Delivery & Operations

• Lead and manage offshore ServiceNow managed services teams supporting multiple customers.
• Ensure consistent service delivery aligned with SLAs, KPIs, and customer expectations.
• Act as the offshore escalation point for delivery, quality, and operational challenges.
• Partner closely with onshore Service Delivery Managers to ensure seamless global delivery.
• Drive continuous improvement across service quality, productivity, and customer satisfaction.
• Ensure adherence to Plat4mation delivery standards, governance, and best practices.

Scheduling, Utilization & Chargeability

• Own and manage resource scheduling across customer engagements and internal initiatives.
• Accountable for team utilization, billability, and capacity planning.
• Balance demand and supply across managed services contracts.
• Work with delivery and account leads to improve utilization and reduce idle time.
• Forecast capacity needs and proactively plan hiring or redeployment.

People, Performance & Knowledge Management

• Lead, coach, and mentor team members, fostering a high-performance and growth-oriented culture.
• Own the performance management cycle, including goal setting, feedback, and reviews.
• Identify skill gaps and drive targeted learning and development plans.
• Promote strong professional behaviour, accountability, and quality in deliverables.
• Drive employee engagement initiatives, team events, and a positive working environment.
• Encourage and enable knowledge sharing through brown bag sessions, gamification, and communities of practice.
• Support and reinforce the hybrid working culture.
• Build new capabilities within the team in collaboration with India leadership.

Recruiting, Onboarding & Employee Lifecycle

• Support recruiting initiatives aligned with managed services demand.
• Own onboarding and offboarding processes for team members.
• Manage Joiner-Mover-Leaver (JML) processes in coordination with HR and IT.
• Actively contribute to retention and talent development strategies.

Objectives, KPIs & Governance

• Define, manage, and track key performance indicators for the team.
• Own outcomes related to:
• Utilization and billability
• Attrition / churn
• Service quality and operational efficiency
• Influence customer and employee satisfaction metrics:
• CSAT / NPS
• ESAT
• Ensure governance on service delivery quality aligned with short- and long-term organizational goals.
• Contribute to business development through presales support, solutioning, and practice development.

Strategic & Innovation Initiatives

• Lead and own local and global initiatives, including:
• GenAI adoption and use cases
• Automation and innovation initiatives
• Development of accelerators and reusable assets
• Capability building and learning programs
• Knowledge management initiatives
• Support additional initiatives based on company priorities and growth objectives.

What We Ask

• Bachelor’s or Master’s degree in a relevant field.
• 9 to 16 years of experience in a consulting or professional services environment.
• Minimum 2–3 years of experience managing teams in a people manager role.
• Proven growth path from developer/consultant to lead or manager.
• Strong experience in ServiceNow implementations and/or managed services.
• Experience across one or more ServiceNow domains such as:
• ITSM, ITOM, ITAM, CSDM, CMDB, HRSD, IRM, SecOps
• ServiceNow CIS certifications are a strong advantage.
• Experience managing projects, workstreams, or presales activities.
• Solid understanding of KPIs, utilization, project finance, and professional services models.
• Fluent in English with strong communication skills.
• Proficient with MS Office tools.
• A people-first leader who enjoys making others successful.
• Hands-on mindset with a balance of leadership and delivery.
• Highly analytical, empathetic, and collaborative.