Manager, Servicenow (Operations) [T500-22516]

About T-Mobile:

T-Mobile US, Inc. (NASDAQ: TMUS), headquartered in Bellevue, Washington, is America’s supercharged Un-carrier, connecting millions through its strong nationwide network and flagship brands, T-Mobile and Metro by T-Mobile. Customers benefit from an unmatched combination of value, quality, and exceptional service experience.

About TMUS Global Solutions:

TMUS Global Solutions is a world-class technology powerhouse accelerating the company’s global digital transformation. With a culture built on growth, inclusivity, and global collaboration, the teams here drive innovation at scale, powered by bold thinking.

TMUS India Private Limited operates as TMUS Global Solutions.

JOB SUMMARY:

This role leads a team of software engineers responsible for designing, developing, and operating T-Mobile’s ServiceNow platform which includes ITSM, CSM, ITOM, CMDB, HRSD, FSM, and enterprise integrations. The manager oversees delivery of scalable, secure, and highly available ServiceNow solutions that support IT operations, customer service, employee experience, and field operations. This position partners with product, SRE, architecture, and business stakeholders to define technical strategy, prioritize demand, and ensure platform reliability and automation. Success is measured by delivery outcomes, platform stability, operational efficiency, and effective people leadership. The role directly impacts T-Mobile’s ability to deliver reliable, simple, and trusted services to customers and employees.

MAIN RESPONSIBILITIES:

• Essential job duties that are crucial to the performance of the role. Percentages approximate.
• Manage and develop a team of ServiceNow engineers through coaching, performance management, and career development to deliver high-quality solutions across various modules such as ITSM, CSM, ITOM, CMDB, HRSD, and FSM
• Drive improvements in engineering practices, including platform architecture, automation-first design, CI/CD, security, compliance, and operational readiness
• Partner with product owners, SRE, enterprise architecture, and business teams to align roadmaps, prioritize intake, and ensure delivery of high-value ServiceNow capabilities
• Oversee vendor and system integrator relationships to ensure delivery quality, architectural alignment, and knowledge transfer
• Perform additional leadership duties and strategic initiatives as assigned by business management

QUALIFICATIONS:

Required Minimum Qualifications:

• People Leadership: 2+ years managing a product support/operations team
• Operational Focus: Platform reliability, stability, and service delivery ownership Familiar with knowledge management principals
• Technical documentation, cross-functional collaboration, timeliness and clarity in communicating status and production issues
• Automation-first mindset and focus on ‘shift left’ to empower users
• Bachelor’s degree in computer science, Engineering, or a related field
• OR
• Bachelor’s Degree plus 5 years of related work experience, or an advanced degree with 3 years of related experience

Additional Qualifications:

• 2+ years of experience managing or supervising software engineering teams, including contractors or vendors
• Nice to have: Experience delivering enterprise-scale ServiceNow solutions across one or more of the following modules:
• ITSM (Incident, Problem, Change, Request)
• CSM (Customer Service Management)
• ITOM (Event Management, Discovery, Service Mapping)
• CMDB / CSDM
• HRSD and/or FSM
• Experience working in highly regulated or large-scale enterprise environments preferred
• ServiceNow Delivery Experience: Hands-on experience delivering enterprise ServiceNow solutions
• CI/CD, platform architecture, operational readiness
• Experience working within secure, compliant enterprise environments

KNOWLEDGE, SKILLS, AND ABILITIES:

• Leadership and People Management
• ServiceNow Platform Expertise
• ITSM / ITIL Concepts
• CSM, ITOM, CMDB, and Service Mapping
• Automation & Workflow Engineering
• Integration Architecture & APIs
• Analytics, KPIs, and Operational Metrics
• Technical Documentation & Communication

TMUS India Private Limited, operating as TMUS Global Solutions, has engaged ANSR, Inc. (\"ANSR\") as its exclusive recruiting partner. That means that any communications regarding TMUS Global Solutions opportunities or employment offers will be issued only through ANSR and the 1Recruit platform. If you receive a communication or offer from another individual or entity, please notify TMUS Global Solutions immediately.

TMUS Global Solutions will never seek any payment or other compensation during the hiring process or request sensitive personal data (such as bank details or government-issued identification numbers) prior to a candidate’s acceptance of a formal offer.