---
title: 'ServiceNow Operations Lead - TSM/OMT at NewRocket'
canonical: 'https://feeny.ai/job/servicenow-operations-lead-tsm-omt-newrocket-india-wa0wa3kznbhx'
type: 'job'
last_seen: '2026-10-14'
---

# ServiceNow Operations Lead - TSM/OMT at NewRocket

- **Company:** NewRocket
- **Location:** India
- **Work type:** remote
- **Posted:** 2026-09-30
- **Last confirmed live:** 2026-10-14
- **Apply:** https://www.newrocket.com/careers/job?gh_jid=6211750004&gh_jid=6211750004

## Job description

## 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.](https://www.newrocket.com/)

[Come join our Crew!](https://www.newrocket.com/)

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.
- Conduct regular operational reviews and provide actionable insights to stakeholders.
- Drive corrective and preventive actions to improve SLA compliance and operational performance.

Operations & Team Management

- Lead and coordinate the operations team responsible for ServiceNow-based processes.
- Manage workload allocation, priorities, shift coverage, and operational escalations.
- Establish standard operating procedures, controls, and governance mechanisms.
- Ensure effective knowledge management, documentation, and operational readiness.
- Support transition of new processes/services into steady-state operations.
- Identify opportunities for automation, standardization, and process optimization.

Stakeholder Management

- Act as the primary operations interface for customer and internal stakeholders.
- Conduct regular service reviews and communicate operational performance, risks, issues, and improvement plans.
- Coordinate with ServiceNow developers, architects, telecom SMEs, business teams, and customer stakeholders.
- Manage critical incidents and escalations through timely communication and structured resolution.

Required Skills & Experience

- 5+ years of experience in IT/telecom operations, service management, or managed services.
- Strong working knowledge of the ServiceNow platform and ServiceNow-based operational processes.
- Good understanding of telecom business processes and service operations.
- Strong experience in SLA, KPI, incident, problem, escalation, and performance management.
- Experience managing operations teams in a 24x7 or SLA-driven environment.
- Strong analytical and problem-solving skills with the ability to identify trends and operational risks.
- Experience in stakeholder management and customer-facing operations.
- Good understanding of ITIL/service management principles.
- Strong communication, presentation, and reporting skills.
- Ability to work across business, operations, and technology teams.

## Preferred Skills

- ServiceNow certification such as CSA, CIS, or relevant ServiceNow specialization.
- Telecom domain experience with Order Management, Service Fulfillment, Provisioning, Activation, Assurance, or Inventory.
- Experience with ServiceNow CSM, ITSM, FSM, Telecom Service Management (TSM), or related modules.
- Experience with operational dashboards, reporting, and tools such as Power BI.
- Experience in process improvement, automation, and operational transformation.
- Experience managing transitions from implementation/project teams into steady-state operations.

We Take Care of Our People

NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard.  We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact hr.in@newrocket.com.

## About NewRocket

## Company Overview
- **One-liner**: NewRocket is an AI-first ServiceNow Elite Partner that helps enterprise leaders implement AI-driven workflows and digital transformation on the ServiceNow platform.
- **Entity Type**: Private (backed by private equity; parent company: Column Group)
- **Headquarters**: Vista, California, USA (with offices in New York, London, and Pune, India)
- **Founded**: 2016
- **Founders**: Not publicly disclosed; leadership team includes CEO Harsha Kumar, COO Frank Palermo, CRO Kevin Connolly, CFO Sanjeev Munjal, and Chief Growth & Alliances Officer Jason Rosenfeld.

## Core Business
- **Primary industry**: IT Services and IT Consulting, focused on the ServiceNow ecosystem.
- **Target customers**: B2B – Global enterprise leaders across Financial Services, Manufacturing, Higher Education, and other regulated industries.
- **Mission**: To help enterprise leaders go beyond pilots into real outcomes with AI that works with people and fits their industry.

## Products & Services
- **Now Assist LAUNCH**: A tactical program to rapidly activate up to four out-of-the-box Now Assist Agentic AI skills into production.
- **Agentic AI Integration**: Strategic evaluation and deployment of modular AI agents on the ServiceNow platform for measurable outcomes in IT, HR, and beyond.
- **Advisory & Transformation Services**: Roadmapping and strategy to connect platform capability with AI opportunity.
- **Implementation Services**: Full-cycle ServiceNow deployment, configuration, and optimization.
- **Employee Experience Solutions**: Improve service levels and productivity with better visibility into client interactions.
- **Customer Experience Solutions**: Enhance customer service workflows on ServiceNow.
- **Security, Risk & Resilience Solutions**: Enterprise security and compliance automation.
- **Platform & Integrations Solutions**: Custom integrations and platform extensions.
- **Portal, Intranet & Mobile Solutions**: Digital workplace and employee portal development.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company).
- **Key Metric**: Annual revenue estimated at $12.0M (LinkedIn data, as of 2026); total funding includes a Corporate Round and Private Equity Round in 2021 (investors not named on LinkedIn).
- **Notable Investors/Partners**: Parent company Column Group; acquired Service Stack in 2022. Recognized as ServiceNow Elite Partner, ServiceNow Worldwide Partner of the Year, ServiceNow America Partner of the Year, and ServiceNow Advanced Platform Partner.
- **Growth Signals**: 402 employees (+1.0% YoY), active job postings up 59.4% monthly and 121.7% quarterly; operates in 10 countries; 1,341 ServiceNow micro-certifications and 908 sales/pre-sales/delivery accreditations.

## Competitive Advantages
- **AI-first focus**: Positioned as the “AI-first Elite ServiceNow partner,” offering modular Agentic AI skills for rapid deployment.
- **Deep ServiceNow expertise**: Holds 34 ServiceNow Expert Certifications and over 1,300 micro-certifications – among the largest pure-play ServiceNow partners.
- **Industry specialization**: Tailored solutions for Financial Services, Manufacturing, and Higher Education, with dedicated teams that understand sector-specific challenges.
- **Proven track record**: Multiple ServiceNow Partner of the Year awards and a history of successful acquisitions (Service Stack).

## Strategic Focus
- **Agentic AI acceleration**: Launching programs like Now Assist LAUNCH and Origin (AI-infused back-to-box offering) to help enterprises move from pilot to production.
- **Global expansion**: Growing presence in EMEA (London office) and APAC (Pune, India) while deepening North American footprint.
- **Talent development**: Investing in NewRocket University and a ServiceNow Enterprise Training agreement to upskill employees and retain top talent.

## Why Work Here
- **Remote-friendly culture**: Flexible work environment with remote options, plus offices in Vista (CA), New York, London, and Pune. Emphasis on work-life balance and eliminating commute.
- **Learning & growth**: Company-funded access to ServiceNow learning and certifications via NewRocket University; clear career progression paths.
- **Benefits**: Competitive salary, healthcare (dental & vision), 401(k), flexible PTO, unlimited snacks, coffee, and beer.
- **Core values**: Excellence, Creativity, Integrity, Teamwork, Empathy – with a stated commitment to diversity and celebrating individual uniqueness.
- **Recognition culture**: Regular awards and a “humbled and honored” ethos; employees feel valued through recognition programs.

## Sources
1. [newrocket.com](https://www.newrocket.com/)
2. [newrocket.com/about](https://www.newrocket.com/about)
3. [newrocket.com/careers](https://www.newrocket.com/careers)
4. [linkedin.com/company/newrocket-gobeyond](https://www.linkedin.com/company/newrocket-gobeyond)
5. [job-boards.greenhouse.io/highmetric](https://job-boards.greenhouse.io/highmetric)

## Other roles at NewRocket

- [ServiceNow Senior Software Engineer - AI](https://feeny.ai/job/servicenow-senior-software-engineer-ai-newrocket-remote-csqjgeq7xeh4)
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- [Solution Architect ServiceNow Service Portal and AI Engineering](https://feeny.ai/job/solution-architect-servicenow-service-portal-and-ai-engineering-newrocket-us-or-aw58nb12rgwk) — US OR, Canada
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- [ServiceNow Software Engineer - SAM](https://feeny.ai/job/servicenow-software-engineer-sam-newrocket-remote-ac6fz65ztp4x)
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