Incident Manager - Servicenow

We are looking for Service Now Incident Manager (Process + Platform)! Role Overview We are seeking a Service Now Incident Manager with a balanced skillset across ITIL process leadership (50%) and Service Now administration/development (50%). This role ensures effective incident management operations while continuously improving and automating processes within the Service Now platform. You will act as the bridge between operations, engineering, and platform teams, ensuring incidents are resolved efficiently while leveraging Service Now capabilities to drive automation, quality, and scalability. Key Responsibilities 1. Incident Management (50% – Process & Operations) Own the end-to-end Incident Management process aligned with ITIL best practices Act as Major Incident Manager (MIM) for high-severity incidents Lead incident bridges, coordinate technical teams, and communicate with stakeholders Ensure adherence to SLAs, OLAs, and KPIs Drive incident lifecycle governance (logging, triage, re...