Software AND APPLICATIONS MANAGER

Key Responsibilities: End‑to‑end service delivery across service lines, CFS, PMO and ServiceNow Operations, ensuring consistent SLA/KPI adherence and service stability. Operational governance over Incident ,Problem, Change, Request, Asset, and Configuration Management processes. Major Incident (P1/P2) management leadership support, including escalations, stakeholder communications, RCA execution, and preventive actions. Structured service governance through periodic operational reviews, monthly and quarterly service delivery review switch client and internal leadership. Continual Service Improvement (CSI)initiatives using service performance trends, RCA insights, and customer feedback to improve service quality and efficiency. ServiceNow BAU operations, enhancements ,data quality, platform stability, and executive reporting dashboards. Compliance with governance, audit, BCM, and ITDR requirements, maintaining audit‑ready documentation and evidence. Support service transformation initiatives, including process standardization, automation, and operational optimization, in partnership with senior leadership.

Detailed Job Description : Service Delivery & Operations · Own day‑to‑day service delivery across service lines and ServiceNow Operations, ensuring alignment with agreed SLAs, KPIs, and service commitments. ·Provide operational oversight for Incident, Problem, Change, Request, Asset, and Configuration Management processes. ·Lead and coordinate Major Incident (P1/P2)management, including stakeholder communication, escalation, root cause analysis (RCA), and preventive actions. Service Review, Governance & Continual Improvement · Plan, lead, and conduct regular service review meetings, including: · Periodic operational review meetings

• Monthly and Quarterly service delivery review meetings with client and internal leadership

· Review service performance, SLA/KPI results, risks, issues, and improvement actions, ensuring outcomes and actions are clearly tracked and closed.

• Drive Continual Service Improvement (CSI)initiatives based on service performance trends, RCA outcomes, customer feedback, and operational insights.

· Support Change Advisory Board (CAB), governance forums, and service assurance reviews. Service Now Platform & Reporting · Oversee ServiceNow BAU operations, minor enhancements, data quality, and platform stability. · Ensure timely, accurate operational, management, and executive reporting including dashboards and performance metrics. · Use ServiceNow data and analytics to identify service improvement, automation, and optimization opportunities. Governance, Risk & Business Continuity · Ensure services are delivered in compliance with governance frameworks, audit requirements, and internal controls. · Oversee BCM and IT Disaster Recovery (ITDR)operational readiness, testing coordination, and reporting. · Maintain audit‑ready documentation and service evidence across all service domains. Stakeholder& Team Management · Act as the primary operational point of contact for internal stakeholders, vendors, and all service line teams. · Provide leadership, direction, and performance oversight for service lines, and ServiceNow Operations teams. · Support service onboarding, transition, and stabilization into BAU operations. Transformation& Operational Excellence · Support service transformation initiatives including process standardization, automation, and service optimization. · Work closely with the 5improvement initiatives while ensuring strong operational execution. Key Performance Indicators (KPIs) · SLA and KPI compliance across service domains · Effectiveness of service reviews and action closure rate · Major incident resolution effectiveness and RCA completion · Continual Service Improvement initiatives delivered and benefits realized · ServiceNow operational stability and reporting accuracy · BCM / ITDR readiness and audit outcomes Educational Qualification: Degree in Information Technology, Engineering, or related discipline. 15+ years of experience in IT Service Management or Service Delivery roles.