4M India-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.