Software Engineering Manager - II

Overview

Lead and manage tech leads and developers designing ServiceNow solutions across Customer Service applications, including CSM, FSM, MCO and APO.

What you'll do

• Lead, mentor and manage tech leads and developers to design ServiceNow solutions across different applications and modules of the Customer Service application.
• Drive project management and Agile practices using sprint planning based on scope and deliverables.
• Establish performance goals, conduct regular reviews, and foster a culture of accountability and continuous improvement.
• Ensure platform stability, scalability and maintainability by enforcing coding standards, testing practices and release management processes.
• Translate business requirements into actionable engineering tasks and ensure cross-functional collaboration across CRM, ERP, IoT and other enterprise systems.
• Manage and oversee integrations with SAP, Salesforce and other enterprise platforms.
• Define the architecture, standards, policies, framework and best practices for automation in line with Enterprise Architecture, Infrastructure and Security policies, supporting wider consumption of the platform to drive process automation.
• Be responsible for HLDs and LLDs and translate complex business requirements into scalable, maintainable, upgrade-friendly ServiceNow solutions.
• Collaborate with product owners, business stakeholders and technical teams to ensure alignment with enterprise goals.
• Provide technical leadership and mentorship to developers and administrators.
• Ensure seamless workflows across case management, field operations, manufacturing and accounts payable processes.
• Stay current with ServiceNow releases and recommend adoption of new features relevant to customer service, field operations and manufacturing.
• Oversee case management, workflow and Flow Designer automation, omni-channel engagement, and Employee Center and customer portals.
• Liaise with customer service teams, support managers and product owners, architects, portfolio managers and manufacturing stakeholders to align IT solutions with operational goals.
• Design workflows for preventive maintenance, service requests and field operations efficiency, including workforce scheduling, dispatch optimization, mobile field agent enablement and asset tracking.
• Deliver product catalogs, ownership hierarchies, compliance reporting and advanced analytics, and apply product lifecycle management, ownership models and governance frameworks.

What you'll need

• Bachelor's or Master's degree in Computer Science, Information Systems or a related field.
• 12+ years of IT experience, with at least 8+ years in ServiceNow architecture and integration.
• Must have experience in GenAI, NowAssist and other ServiceNow AI-related components.
• Strong experience designing and hands-on writing optimized code in JavaScript, Glide APIs, AngularJS and XML, Virtual Agentic AI, Predictive Intelligence, Workspace and Process Automation playbooks.
• Strong experience optimizing existing setups and designs to ensure performance and maintainability using ServiceNow best practices.
• Strong integration experience using REST/SOAP, IntegrationHub APIs, JDBC, emails or Mid Servers.
• Knowledge of import and export best practices for the platform.
• Proven expertise in one of the modules: CSM (case management, portals, omni-channel, workflows), FSM (field operations, scheduling, mobile enablement), or APO/MCO (product catalogs, lifecycle governance, compliance).
• Excellent communication, leadership and stakeholder management skills with presentation skills.
• Contributes strategic vision and integrates a broad range of ideas regarding applications development.

Nice to have

• Good to have experience in ITSM.
• Good to have experience in CSM (Customer Service Management).
• Must have experience in FSM (Field Service Management) is listed; good to have in S2P (Source to Pay); optional for MCO (Manufacturing Connected Operations); good to have in APO (Accounts Payable Operations).
• ServiceNow certifications: any two (CIS-ITSM, CIS-CSDM, CIS-CSM, CIS-FSM or equivalent) preferred.

Details

• Location: Bangalore, Karnataka, India (EDC).