Job Description

Senior Manager - ServiceNow
POSITION SPECIFICATION
Position
Senior Manager - ServiceNow Engineering
Company
Providence India
Location
Hyderabad, India
Reporting Relationship
Senior Leadership, Information Systems
Website
PROVIDENCE
Providence is one of the largest not-for-profit health systems in the United States, driven by the belief that health is a human right and the vision, "Health for a Better World." Providence India, established in Hyderabad in 2020, is at the forefront of healthcare technology and innovation, playing a vital role in driving digital transformation for improved patient outcomes, caregiver efficiency, and operational excellence.
Our Values: Compassion | Dignity | Justice | Excellence | Integrity
Our Vision: Health for a Better World | Our Promise: "Know me, care for me, ease my way."
For more information about Providence, visit .
Hyderabad, India
Providence India was established in February 2020 in Hyderabad to bring to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation and play a vital role in driving digital transformation for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.
We strive to be at the forefront of healthcare technology and are looking to expand our capacity and capability to deliver enhanced healthcare solutions. Our global development center will focus on engineering, development, project management, cyber security, cloud, ERP, modern infrastructure, Epic services, data intelligence, digital innovation, application services and support, and healthcare consulting. Visit us at to know more about Providence India
The Opportunity
As the Senior Manager - ServiceNow Engineering, you will oversee the development, and day-to-day operations of ServiceNow as a key enterprise platform at Providence. You will play a pivotal role in advancing digital transformation, promoting innovation, and ensuring the delivery of efficient, modern solutions for caregivers and internal stakeholders. This position requires strong technical expertise, strategic thinking, and effective leadership to build and nurture high-performing teams and deliver impactful, transformative results.
Key Responsibilites

• Strategic Leadership

• Develop and execute the strategic vision for ServiceNow support capabilities, services, and solutions.
• Align cross-functional teams and initiatives under a unified vision and approach for ServiceNow and related platforms.
• Collaborate with senior leadership to identify integration opportunities across business units and drive digital transformation.

• Operational Excellence

• Oversee the design, development, and deployment of scalable ServiceNow capabilities, services, and solutions.
• Ensure reliability, security, and performance of ServiceNow solutions, enabling seamless integration with existing systems.
• Lead Agile teams to deliver solutions for complex use-cases, focusing on user experience and successful adoption.

• Project & Program Management

• Manage multiple ServiceNow projects, ensuring delivery on time, within scope, and within budget.
• Establish clear project goals, timelines, and deliverables, while effectively communicating progress to stakeholders.
• Ensure all ServiceNow solutions comply with relevant regulations and standards.

• Team Development & People Leadership

• Guide, mentor, and grow a high-performing team of ServiceNow engineers and product managers.
• Foster a collaborative, innovative, and inclusive team environment that encourages continuous learning and improvement.
• Provide coaching, feedback, and career development for team members.

• Stakeholder Engagement & Collaboration

• Partner with cross-functional teams to understand their needs and develop tailored ServiceNow solutions.
• Present strategies and project updates to executive leadership and key stakeholders.
• Forge deep partnerships with IS leaders, clinicians, and business stakeholders to co-create service models and technology strategies.
• Innovation & Continuous Improvement

• Stay updated on the latest advancements in ServiceNow technologies, Customer Service Management (CSM), and IT Service Management (ITSM) methodologies.
• Drive the adoption of best practices and implement solutions that enhance customer experiences.
• Champion a culture of innovation, automation, and continuous improvement.

Professional Experience/Qualifications

• Bachelor's/ master's degree in computer science/ technology
• 12+ years of technology/ engineering experience along with people & leadership experience technical roles with people management and leadership experience
• 8+ years of hands-on technical experience in ServiceNow Platform
• Deep proficiency in the ServiceNow platform and associated technologies.
• Strong understanding various ServiceNow modules, including ITSM, ITOM, IRM, SPM, HCLS, and CSM.
• Ability to architect, implement, and optimize ServiceNow solutions to meet business needs.
• Skilled at presenting complex technical concepts and project updates to executive leadership and diverse stakeholders.
• Adept at building relationships and facilitating cross-functional collaboration.
• Proven track record in digital transformation, DevOps, automation, and innovation initiatives.
• Deep knowledge of Agile software development methodologies.
• Experience in people leadership, handling large teams, and complex transformation programs.

Providence's vision to create 'Health for a Better World' aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization's success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.
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Skills Required