ServiceNow Operations Lead - TSM/OMT

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. Come join our Crew! 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. <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226