Track Lead - ServiceNow, IT Service Management

Job Summary

 Job Description\\r\\nService Integration & Management (SIAM) Service Monitoring Manager\\r\\nRole Purpose\\r\\nThe Service Monitoring Manager is responsible for establishing and operating an integrated monitoring function that provides real-time visibility into the health and performance of critical business services, applications, infrastructure, cloud platforms, and supplier-managed environments.\\r\\nThe role ensures that monitoring capabilities are aligned to business services, alerts are actionable, ownership is clearly defined, and service degradation is identified and addressed before business impact occurs. The position serves as the operational nerve center within the SIAM function, driving proactive service assurance across a multi-supplier ecosystem.\\r\\n\\r\\nKey Responsibilities\\r\\nService Health Monitoring\\r\\n• Establish and maintain an integrated service monitoring capability across applications, infrastructure, cloud services, networks, databases, and end-user services.\\r\\n• Provide a consolidated \\\"single pane of glass\\\" view of service health across the IT ecosystem.\\r\\n• Define and maintain critical business service maps and monitoring dependencies.\\r\\n• Ensure proactive identification of service degradation before users are impacted.\\r\\n• Continuously monitor service availability, performance, capacity, and operational health.\\r\\nEvent & Alert Management\\r\\n• Own the Event Management process within the SIAM organization.\\r\\n• Ensure all alerts are mapped to accountable resolver groups and suppliers.\\r\\n• Define alert ownership, escalation paths, and operational responsibilities.\\r\\n• Eliminate duplicate, noisy, and non-actionable alerts.\\r\\n• Drive event correlation and intelligent alerting to reduce operational overload.\\r\\n• Ensure alerts are prioritized based on business criticality and service impact.\\r\\nService Assurance & Operations Control\\r\\n• Act as the central monitoring authority across internal and external service providers.\\r\\n•

Key Responsibilities

Monitor end-to-end service performance against agreed service targets.\\r\\n• Coordinate with Major Incident Management teams during service degradation events.\\r\\n• Provide early warning notifications to stakeholders regarding potential service issues.\\r\\n• Facilitate operational bridges during high-priority service interruptions.\\r\\nObservability & Monitoring Strategy\\r\\n• Define enterprise monitoring standards, policies, and operational procedures.\\r\\n• Drive adoption of observability practices across suppliers and support teams.\\r\\n• Ensure monitoring coverage for all critical business services and supporting infrastructure.\\r\\n• Assess monitoring gaps and drive continuous improvements.\\r\\n• Support implementation of AIOps, predictive monitoring, and automation capabilities.\\r\\nSupplier Governance & Accountability\\r\\n• Ensure suppliers implement and maintain agreed monitoring standards.\\r\\n• Validate supplier alert ownership and response effectiveness.\\r\\n• Conduct regular reviews of monitoring coverage and operational performance.\\r\\n• Drive accountability for missed alerts and undetected service failures.\\r\\n• Establish monitoring governance forums with key service providers.\\r\\nReporting & Analytics\\r\\n• Develop operational dashboards for service health visibility.\\r\\n• Produce executive reports covering service availability, alert trends, and monitoring effectiveness.\\r\\n• Analyze recurring events and identify opportunities for automation.\\r\\n• Track and report monitoring KPIs and service assurance metrics.\\r\\n• Provide data-driven insights for Continual Service Improvement (CSI).\\r\\nContinuous Improvement\\r\\n• Identify monitoring blind spots and service risks.\\r\\n• Drive reduction in false positives and alert fatigue.\\r\\n• Support automation of routine monitoring and remediation activities.\\r\\n• Improve event correlation, root cause detection, and service impact analysis.\\r\\n•

Skill Requirements

Lead service assurance improvement initiatives across suppliers.\\r\\n\\r\\nRequired Skills & Competencies\\r\\nService Management\\r\\n• Strong understanding of SIAM, ITIL Event Management, Incident Management, and Service Assurance.\\r\\n• Knowledge of end-to-end service operational models.\\r\\n• Understanding of multi-supplier service integration environments.\\r\\nMonitoring & Observability\\r\\n• Experience with enterprise monitoring platforms such as:\\r\\no ServiceNow Event Management\\r\\no Dynatrace\\r\\no AppDynamics\\r\\no Splunk\\r\\no Azure Monitor\\r\\no Datadog\\r\\no SolarWinds\\r\\no Elastic\\r\\no Moogsoft\\r\\no Grafana\\r\\n• Understanding of:\\r\\no Infrastructure Monitoring\\r\\no Application Performance Monitoring (APM)\\r\\no User Experience Monitoring\\r\\no Cloud Monitoring\\r\\no Network Monitoring\\r\\no Synthetic Monitoring\\r\\no Business Service Monitoring\\r\\nLeadership & Stakeholder Management\\r\\n• Strong coordination and stakeholder engagement skills.\\r\\n• Ability to influence suppliers without direct authority.\\r\\n• Strong analytical and decision-making capabilities.\\r\\n• Excellent verbal and written communication skills.\\r\\n\\r\\nQualifications\\r\\n• Bachelor\\\'s degree in Information Technology, Engineering, Computer Science, or equivalent.\\r\\n• ITIL Foundation certification (mandatory).\\r\\n• SIAM Foundation certification (preferred).\\r\\n• Monitoring or observability platform certifications (preferred).\\r\\n\\r\\nExperience\\r\\n• 8-15 years of IT Operations, Service Management, Monitoring, or Service Assurance experience.\\r\\n• Experience managing enterprise monitoring functions in large organizations.\\r\\n• Experience working within outsourced or multi-vendor environments.\\r\\n• Experience supporting mission-critical business services.\\r\\n\\r\\nKey Performance Indicators (KPIs)\\r\\nService Visibility\\r\\n• % of critical services covered by monitoring.\\r\\n• % of infrastructure and applications mapped to business services.\\r\\n• Monitoring coverage compliance.\\r\\nAlert Effectiveness\\r\\n• % alerts with defined ownership.\\r\\n• Reduction in unassigned alerts.\\r\\n• False positive reduction rate.\\r\\n• Alert noise reduction percentage.\\r\\nService Assurance\\r\\n• Mean Time to Detect (MTTD).\\r\\n• Early detection rate before user impact.\\r\\n• Service availability achievement.\\r\\n• Number of missed critical events.\\r\\nOperational Efficiency\\r\\n• Event correlation effectiveness.\\r\\n• Automated remediation success rate.\\r\\n• Reduction in monitoring-related escalations.\\r\\n• Supplier responsiveness to alerts.\\r\\n

Other Requirements